| dc.description.abstract | In the BPR business competition recently, the customers'
satisfaction becomes the main priority in the level of customers' necessity
and expectation, hence the hospital has to consider the things, which are
considered important by customers. In this case, management need to
consider influencing factors of quality services to the customer satisfaction
and whether it has been fulfilled or not. Monitoring and measuring to the
customer satisfaction has become the very essential thing for each company.
It is caused by the step of giving feedback and income for needs of
development and implementation of strategy to increase customer
satisfaction Principally the customer satisfaction can be measured by many
kinds of methods and techniques. This research is about service quality at
BPR Shinta Daya Kalasan Yogyakarta need to be deeply researched based
on the five dimensions (Tangible, Reliability, Responsiveness, Assurance
and Empathy) in Parasuraman, Zeithaml, Berry's service quality and
compare to expected and perceived service.
The problems formulations in this research were to identify the most
dominant dimension ofservice quality that influence customer satisfaction
at BPR Shinta Daya Kalasan Yogyakarta and to identify the significant
level ofdifferences"between the average ofexpected service quality and the
average ofperceived service quality felt by customers.
In answering the problems above, the writer used qualitative and
quantitative analysis. The writer took exactly 100 respondents. Qualitative
analysis is an analvsis in the form of non-statistic realized by the result of
the questionnaire that will be used as the data analysis served in the form of
table. Quantitative analysis utilizes z test.
Based on the research, the result showed that there is no significant
difference between expected service quality and perceived service quality.
Among the five dimensions of service quality tangible, reliability,
responsiveness, assurance, empathy, the most dominant is responsiveness. | en_US |
