ANALISIS PERSEPSI NASABAH TABUNGAN TERHADAP TINGKAT PELAYANAN NASABAH PADA BANK "X" (Studi kasus pada PT Bank "XJ' Kantor Cabang Senayan)

Hariyanto, Budi (2003) ANALISIS PERSEPSI NASABAH TABUNGAN TERHADAP TINGKAT PELAYANAN NASABAH PADA BANK "X" (Studi kasus pada PT Bank "XJ' Kantor Cabang Senayan). Masters thesis, Institut Pertanian Bogor .

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Official URL: http://elibrary.mb.ipb.ac.id

Abstract

This study aims at finding out the level of customer satisfaction towards the service provided by the bank, identifying which attributes that are more important for the customer service , and also providing suggestion or input on the proper service strategy for increasing the customer satisfaction. The measurement method for service quality (SERVQUAL) comprises 5 dimensions: reliability, responsiveness, assurance, tangible, and empathy. The result of SERVQUAL is re-analyzed by the importance Performance Matrix method in order to see the level of importance of the attribute. The analysis result shows that the customer service provided by Bank "X" Senayan Branch has not reached the level of satisfaction expected. From the result of the Importance Performance Matrix method, the attribute which need to be improved are obtained. Some suggestions for the Bank "X" Senayan Branch in the attempt to improve the service performance are: to put priority on the improvement of the performance of the variable on quadrant one, to minimize any gap, and to provide more attention to the customer so the service performance of the Bank "X" can be improved.

Item Type: Thesis (Masters)
Uncontrolled Keywords: PT.Bank "X" Kantor Cabang Senayan, Produk jasa perbankan, Metode Servqual, gap/kesenjangan Metode Importance Performance Matrix, Harapan nasabah, persepsi nasabah , strategi pelayanan
Subjects: Manajemen Pemasaran
Depositing User: Staff-3 Perpustakaan
Date Deposited: 07 Jan 2012 01:16
Last Modified: 07 Jan 2012 01:16
URI: http://repository.sb.ipb.ac.id/id/eprint/915

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