"THE ANALYSIS OF QUALITY SERVICE AT THE KCP DKI BANK IN KELAPA DUA GUNADARMA

Agung Winarto

Abstract


Abstract|"THE ANALYSIS OF QUALITY SERVICEAT THE KCP DKI BANK IN KELAPA DUA GU-NADARMA " Agung Winarto Undergraduate Program,2011 Gunadarma University http://www.gunadarma.ac.idKey Words: SERVQUAL concept and Likert Scale AB-STRACT : In scientic writing, entitled "Analysis of Qual-ity Service At KCP DKI Bank Gunadarma Kelapa Dua",the researchers wanted to know exactly what attributes area top priority, maintain performance, low priority and re-dundant. By using the method servqual transformed intocartesian diagram shows that the priority attribute is anattribute of 16, 17 and 18 that the customer does not haveto wait long to get bank services, bank employees to pro-vide services quickly and eciently, while busy with bankemployees happy to assist customers. While the dimen-sions of quality attributes that have been successfully im-plemented by the bank and required to be maintained be-cause it has been in accordance with the wishes of the cus-tomers are the attributes of bank employees and dressedneatly dressed, bank branch oces comfortable and safe,pamphlets and brochures placement neat, clean and safeplace ATM, bank make proper nancial records, bank em-ployees to be friendly and polite, a bank employee to givea sense of condence to your customers to bank customers,bank employees have sucient knowledge to provide ex-planations to the questions of customers, bank employeesquickly corrected if an error occurs, precise in bank employ-ees recording of customer transactions, bank customers donot discriminate in providing services, the bank provides in-dividual attention, and bank employees to use language thatis easily to be understood customers in providing solutions.

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