| Customers and employee’s satisfaction are important things in the success of an organization. Satisfied customers and employees will result on the profitability and revenue growth of the organization. The better of a system in a organization will certainly increase its competitiveness with other organizations. In this journal, the writer has measured the efficiency level of banks service based on the service profit chain model by using the data envelopment analysis method. Service profit chain model was used because it is considering the side of employees and customer which are being a part in the organization. Variable that was used in this research were internal service quality, employee satisfaction , employee productivity, employee retention, external value of service, customer satisfaction, customer loyalty, which produce revenue growth and profitability. Total responses of this research are 147 respondents of the questionnaire and 10 interviews of the bank employees . From this research it can be seen that BRI , BCA and BTN are efficient banks in terms of input and output. The banks which not efficient are Mandiri Bank, BII , Permata Bank , Panin Bank , CIMB Niaga Bank , Danamon Bank and BNI. This inefficiency will result on the excess of input or lack of output . |