ANALISIS KEPUASAN NASABAH ATAS KUALITAS PELAYANAN BANK RAKYAT INDONESIA CABANG JOMBANG

Ansori, Doni (2008) ANALISIS KEPUASAN NASABAH ATAS KUALITAS PELAYANAN BANK RAKYAT INDONESIA CABANG JOMBANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Keywords: QUALITY OF SERVICE This research is a top quality customer satisfaction service in Jombang Branch Bank Rakyat Indonesia with the title "Analysis Customer Satisfaction on Service Quality Branch of Bank Rakyat Indonesia Jombang. The purpose of this study was to determine the level of customer satisfaction service quality Jombang Branch Bank Rakyat Indonesia. The analytical tool used to determine the level of customer satisfaction is the Customer Satisfaction Index (IKP). Benchmarks used to customer satisfaction is knowing if the same performance with the expectation Satisfied customers can be said that, if performance is smaller than the expectation can be said that the customer is not satisfied. And if the performance is greater than hope it can be said Very Satisfied customer. From the results of the comparison between the performance with expectations (PP-EX) obtained results IKP total value of 70 and the average score of 17.5 which IKP (IKP> 0) which means that customers feel satisfied with the quality of services provided by Bank Rakyat Indonesia Branch Jombang. From the results of these comparisons, it can be Note that the indicator variables that provide the highest satisfaction score is an indicator of speed in serving customers with IKP value is 47. Looking at the overall calculation results IKP are still there are 8 indicators has not shown a satisfaction to customers. The first indicator is about courtesy of employees who also have the lowest value of -17 IKP. View a customer dissatisfaction against the propriety of employees, it means that here there was a gap between customer expectations with the performance given by the Bank Rakyat Indonesian Jombang Branch. Thus we can say that on average customers on the BRI branch Jombang feel satisfied with the quality of services given to the customer. Based on the above conclusions, the author implies that should the Bank to improve its performance in terms of attitude help employees in customers, employees on customer courtesy, conformity to book the transaction, security assurance, attitude does not discriminate between customers, attention to customer complaints, the location / location strategic Bank, as well as a comfortable waiting room.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 28 Apr 2012 03:33
Last Modified: 28 Apr 2012 03:33
URI: http://eprints.umm.ac.id/id/eprint/3280

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