Analisis Deskriptif Kesenjangan Antara Harapan dan Kinerja Pelayanan (Studi Kasus pada Sebuah Bank BUMN)  

Oleh:

Arli, Yulizar

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Telaah Manajemen: Jurnal Riset & Konsep Manajemen vol. 2 no. 2 (Nov. 2007), page 180-201.
Topik: Service Quality; Customer Satisfacton; Financial Service
Fulltext: 180-201.pdf (74.78KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: TT32.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk
Perpustakaan PKPM Nomor Panggil: T39 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada	Lihat Detail Induk

Isi artikel

The goal of this study is to analyze the service quality that has been provided by P.T. X, a state-owned bank, to its customers. It addresses the following question: Are customers satisfied or dissatisfied with the bank's services? Customers' satisfaction means that the provided services are those that match the expectation of the customers, while customers' dissatisfaction indicate that the provided services do not match the expectation of the customers. In this study, data were collected by distributing a questionnaire to the banks' customers, who acted as respondents for the study. The questionnaire refers to five service dimensions, namely tangibility, reliability, responsiveness, assurance, and empathy. The items in the questionnaire are linked to gaps, which are then subjected to the gap analysis. Results of the study show that in general the performance or the service quality provided by P.T. X is satisfactory as it reached 88.15% of the maximal service that can be given. The results also correspond to the Banking Service Excellence survey conducted by by Marketing Research Indonesia (MRI) and published in Infobank Magazine no. 313 April 2005. In addition to these, the survey results on customer satisfaction from Institute of Service Management Studies (ISMS) ranked P.T. X in a respected position, namely from the 11th position previously to the 5th position.

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