| PT. Bank Rakyat Indonesia is one of the largest government banks in Indonesia, which is seen from the data on the number of customers and the number of assets owned which are in the second position for the total assets and the first position for the number of customers. However, based on a number of research observations made, it is known that the People's Bank of Indonesia cannot balance performance to increase and maintain bank customers throughout all branches in the Indonesian region. One of them is the West Sumatra region, especially the southern coastal district branch of Lunang, where in recent years the number of Bank Rakyat Indonesia customers has decreased every year. This study aims to determine the problems that occur at PT. Bank Rakyat Indonesia branch Lunang by using the concept of Servqual dimension and QFD method. The results of the study are based on the main questionnaire distribution and data processing carried out known that PT. Bank Rakyat Indonesia Lunang branch is based on 22 attributes of needs that have all the attributes of needs having a negative gap score which means there are service quality problems based on the specified service attributes. Based on QFD data processing obtained priority improvement steps that must be taken by PT. Bank Rakyat Indonesia is the standard of cleanliness, complete facilities, training program, reward and punishment, work supervision, complaints delivery facilities, research to customers, employee uniforms, employee performance achievement. |