| Levels of trustworthiness the people to Banks is start again to be increased, and this competition push Banks to have a good service quality oriented. Service Quality Analysis is needed to give some information about the needed of customer. Regarding to that statement, we tried to have research to analyze the service quality of PT Bank Permata Tbk. Research used the survey method to customer of PT Bank Permata Tbk in Jakarta in Jakarta area, with 100 samples that can represent the population. The instrument of research used questionnaire with interval scale of Likert Method. The quality is measured by using SERVQUAL instrument. This instrument responsiveness, emphaty and tangible. Customer were asked to give score about valuation, expectation and the importance of service quality. The questionnaire result has analyzed with Quality Function Deployment method. House of Quality was made to give information about how to achieve the service quality. The result indicate that the service of PT Bank Permata Tbk. Is not fulfill yet the needed of customer. To increase their service, they should have some training about the service excellent for staff and have more concern for the standard of service based on service excellent, that become a service strategy to fulfill the needed of customer of quality service. |