Adriatlka, Selly (2003) ANALISIS PENlLAlAN MUTU LAYANAN "BNI PRIMA" PT. BANK BNI CABANG JAKARTA PUSAT DENGAN PENDEKATAN METODE SERVQUAL. Masters thesis, Institut Pertanian Bogor.
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Abstract
This study was aimed to give information about the characteristics of the BNI Prima Customer Program in the Jakarta Pusat Branch Office, customer satisfaction from BNI Prima Services in Jakarta Pusat Branch Office, and based on that study recommends the service quality which can be used by PT. Bank BNI in managing the quality of customer services. The research is using the descriptive approach based on surveys of cases. Analytical instrument which used in this research are descriptive analysis, SERVQUAL method, gap analysis and performance importance matrix analysis from 100 respondents. Based on the approach gap analysis and performance and importance analysis matrix, the chosen strategy which recommended to PT. BNI managements to improve the services are Information Technology, Human Resources Knowledge Customer, and Customer Services Satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Produk Jasa Perbankan, Bank BNI, Kualitas Layanan Nasabah, Metode Servqual, Harapan Nasabah, Persepsi Nasabah, Kesenjanganlgap Harapan Dan Persepsi Nasabah. |
| Subjects: | Manajemen Pemasaran |
| Depositing User: | Staff-3 Perpustakaan |
| Date Deposited: | 07 Jan 2012 01:14 |
| Last Modified: | 07 Jan 2012 01:14 |
| URI: | http://repository.sb.ipb.ac.id/id/eprint/961 |
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