| Indonesia's banking world today experiencing competition among banks is very sharply marked by the emergence of new banks, so the competition will grow tighter. This causes the banks are required to immediately take steps adjustment policies and strategies and anticipated breakthrough in the effort to master any further changes. In the banking industry every customer has their own criteria in choosing the bank. There are customers who want a bank can give high interest also for their safety, there are also customers who want faster service, efficient, convenient and easy access, whenever and wherever they are. Then raised the question of where several bank customers who felt less satisfied with the services of each bank. Therefore we need the study of service quality measurement method suitable for implementation in the banking services industry. As described above, the writer will do a research about quality customer service on the two banks namely Bank X and Bank Y , and then will compare the result To solve this problem, use SERVQUAL method and SEM. In the SERVQUAL method, there are 8 dimensions of quality banking services Personnel Attitudes and Behavior, Accuracy Systems, Access, Communication, Tangible, Products, Services, Company Image and costs used to determine the gap between consumer perceptions of services received by consumer expectations (gap 5) top quality banking services performed by each bank. Then SEM is used to determine the effect of each dimension of quality of overall service quality. Based on research results obtained, 43 are considered important attributes provided by the customer. Therefore, these attributes will be included as attributes of the measurement gap 5. From the calculation of the value gap gap 5, it can be seen that each bank under study has not been able to service our customers expect, judging from the value of a negative gap where banking services provided by banks are not in accordance with the expectations of the customers. From the SEM is also known that there is influence each of dimension of quality shows no significant relationship quality of service as a whole because the t-value is not greater than 1,96. From the analysis it can be concluded that each of these banks that made the object of study is not capable of providing maximum customer satisfaction. So that necessary repairs to improve the quality of its service. |