Rahardjo, Jenny Dwi Mardjono (2002) ANALISIS KUALITAS LAYANAN NASABAH BANK BNI CABANG UI DEPOK ANTARA HARAPAN DAN PERSEPSI. Masters thesis, Institut Pertanian Bogor.
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Abstract
The purpose of this research is to study a level of customer's service satisfaction provided by BNI Bank of Branch UI Depok A purposive sampling has collected the survey data Pam 200 respondents queuing in the bank The analyze is perfornred by a SERVQUAL method with differentiation test by using Mann whiney Test. The SERVQUAL method analyses the customers' service satisfaction by differentiating between expectation and perception of customers after getting such bank service. The assessment of customers is classified into live (5) dimension among others; Tangible, Reliability, Responsiveness, Assurance, and Empathy. Of SERVQUAL method will be obtained two (2) groups of data; customers' expectation and perception. The differentiation test of Mann Whitney is applied because the collected data is an ordinal data scale of two groups of independent data. The research outcome pointed that in general a level of service satisfaction provided by BNI Bank UI Depok cannot meet's customer's needs yet. The best aspect providing a satisfaction of custumers is because of BNI one of state-owned enterprise that be able to assure a customers'security. In Generally, the lowest customers' evaluation for BNI Bank UI Depok supposing that this bank technotology is not a modern technology
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Produk Jasa Perbankan, Bank BNI, Kualitas Layanan Nasabah, Metode Servqual Dengan Uji Beda Mann Whitney, Harapan Nasabah, Persepsi Nasabah, Survey, Data Primer Dan Sekunder, Kesenjangantgap Harapan Dan Persepsi Nasabah, Kotif Depok, Nasabah Bank. |
| Subjects: | Manajemen Pemasaran |
| Depositing User: | Staff-3 Perpustakaan |
| Date Deposited: | 31 Dec 2011 02:18 |
| Last Modified: | 31 Dec 2011 02:18 |
| URI: | http://repository.sb.ipb.ac.id/id/eprint/614 |
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