| The main goal of this research is to know the distinguishing services quality variables among satisfied Bank ‘X’ clients. Service Quality variable examined is Tangibles, Reliability, Responsiveness, Assurance and Emphaty (Services Quality atributes based on Parasuraman). Research was conducted by survey approach with respondent amount of 100 customers originated from Bank ‘X’ branch in Jakarta. Examined clients were clients who met criterion ; being active in making transaction at least for last two years. Result of research showed that ; satisfaction of Bank ‘X’ clients, Jakarta Branch was high,the testing hypothesis of research showed significantly that services of Bank ‘X’ Jakarta Branch today has been able to give satisfaction to its client. ( T test = - 1,815 < T Tabel = -2,132 ). Recommendation that able to be conveyed to Bank ‘X’ management were; Evaluated all problem in services banking product which stated in Kuadran A and determain the applicable way out, in problem solving business unit should be coordinate with other related unit. Bank ‘X’ must maintain and recondition the services along the way, because customer needs will change in every situation. |