Customers' Satisfaction Toward Service Quality In BTN Yogyakarta Branch
Abstract
Nila Mahendra Sari (2003). Customers' Satisfaction Toward
Service Quality in BTN Yogyakarta Branch. International Program,
Department of Management, Economic Faculty, Islamic University of
Indonesia.
In the banking business competition recently, the customers'
satisfaction becomes the main priority in the level of customers' necessity
and expectation, hence the bank has to consider the things, which are
considered important by customers. In this case, companies 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
customersatisfaction 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 measuredby many
kinds of methods and techniques, this research about service quality in BTN
Yogyakarta branch 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 researchwere to identify the most
dominant dimension of service quality that influence customer satisfaction
at BTN Yogyakarta branch and to identify the significant level of
differences between the average of expected service quality and the average
of perceived service quality felt by customers.
In answering the problems above, the writer used qualitative and
quantitative analysis. The writer took approximately 120 respondents.
Qualitative analysis is an analysis 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 oftable. 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 (-0.20), reliability (-
0.28), responsiveness (-0.17), assurance (-0.08), empathy (-0.11), the most
dominant is assurance.
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