Analisis Kepuasan Nasabah Berdasarkan Dimensi Servqual dan Klasifikasi Atribut Pelayanan Bank”X” dengan Menggunakan Metode Kano  

Oleh:

ARIES ; Hidayat, Herlin

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Jurnal Manajemen vol. 8 no. 2 (Nov. 2011), page 132-150.
Topik: Kepuasan Konsumen; Persepsi; Kualitas Layanan; dan Metode Kano
Fulltext: Artikel 1-82.pdf (185.67KB)

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Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ147 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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The perception alignment between management and customer is important to obtain customer satisfaction by providing an effective and efficient service. From the research we know that there are some misperception by management. The performance of bank by giving personal attention to the customer according to the customer, if the performance are low the customer are not satisfy with the service of bank. But although if the service is very good, the performance of the bank in customer’s eyes will not far above the neutral level. The performance from problem solving attribute for customer, the willingness of employees to help the customer and the friendly emplyoyee that are never too busy to help the customer has a linear relationship with the performance for customers. And performance from communication material has no impact to the customer satisfaction.

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