| Bank is an institution that used to save the people’s money and redistribute to them, also provides them with any other services. In this research, PT Bank CIMB Niaga was used as an object for the research because there was a bad score given at its performances. This research was for known the costumers satifaction, improvement and improvement priorities that are requires to improve bank satisfaction. The determination for 22 atributes were based on SERVQUAL five dimensions. The first dimension is tangible, this dimension explains about pyshical facility that bank has it. Next dimension is reliability, this dimension explains company level at giving accurate and reliable services. Next dimension is responsiveness, this dimension explains about policies that given to give a fast and appropiate services. Next dimension is assurance, this dimension explains politeness and believes that given from workers to costumers. the last dimension is empathy, this dimension has a meaning to honestly and privately caring costumers. This research data processing was started by validity and reliability test, then continued by data processing that used SERVQUAL, IPA, and PGCV Methods. The result of using Service Quality method is the overall gaps are minus, then result of using IPA method showing that the first quadrant has six atributes, the second quadrant has three atributes, the third quadrant has only one atribute, and the fourth quadrant has twelve atributes. While for the result of using PGCV method showing that six atributes went into the priority rank, with the largest PGCV score statement is “teller and costumer service have an enough amounts”. Then followed by adding some divider walls, equity in bank services, in costumer services speed, improvement at queue information, adding some chairs. So, to increase and maintain the bank service quality, the problems must be fixed immediately based on the priority rank results. |