ANALISIS KUALITAS PELAYANAN BANK MUAMALAT CABANG MALANG

TRI ASTUTI, RAHMAWATI (2008) ANALISIS KUALITAS PELAYANAN BANK MUAMALAT CABANG MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Research at Bank of Muamalat Malang Branch represent research of survey having the character of is descriptive. Data the used primary data in the form of kuesioner, obtained from responder which have transaction in Bank of Muamalat Malang Branch counted 100 client. Intention of this research is to know the quality of service BMI Branch of Malang evaluated from five dimension of[is quality of service by using analysis of cluster. This analysis aim to to group responder in a few cluster pursuant to equality of characteristic had, so that known the quality of service from each cluster. Result of research at BMI Malang Branch indicate that client at cluster I get the quality of good service at mainstay variable, energy listen carefully, guarantee, and attention but highest mean score owned by guarantee variable at indicator knowledge of employees to knowledge of employees to bank products so that at this cluster is given by lable service is knowledge guarantee. While for the cluster II get the quality of good service at five dimension is quality of service with highest mean score owned by physical evidence variable atsettlement indicator balmy room layout to transaction so that at this cluster given by lable service is freshment.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 12 Jun 2012 06:14
Last Modified: 12 Jun 2012 06:14
URI: http://eprints.umm.ac.id/id/eprint/7343

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