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All Journal Jurnal Teknik ITS IPTEK Journal of Proceedings Series Jurnal technoscientia Jurnal Ekonomi Pembangunan: Kajian Masalah Ekonomi dan Pembangunan JURNAL TEKNOLOGI TECHNOSCIENTIA Sewagati
Lantip Trisunarno
Departemen Teknik Dan Sistem Industri Institut Teknologi Sepuluh Nopember Surabaya
Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Social Sciences

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Journal : Jurnal technoscientia

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EVALUASI PELAYANAN KUALITAS AGENCY BANK “X” DI SURABAYA Nurmianto, Eko; Trisunarno, Lantip; Sudjono, Hary
JURNAL TEKNOLOGI TECHNOSCIENTIA Academia Ista Vol 12 No 01 Agustus 2007
Publisher : Lembaga Penelitian & Pengabdian Kepada Masyarakat (LPPM), IST AKPRIND Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (128.29 KB) | DOI: 10.34151/technoscientia.v0i0.1982

Abstract

Research objective is to determine difference between customer’s expectation towards service quality and management perception on customer expectation. Research advantages (1) to obtain clear information on customers’ expectation and perception as well as to improve its service quality, and (2) to know the problem inside the agency. Methodology Customer Questionnaires consist of 4 parts, Part I: 8 qualitatif question (customer demography), Part II : 17 Customer Perception Questions, Part III : 17 Customer Expectation Questions, Part IV: Open Question for Weighted Importance of 5 SERVQUAL dimension. Management Questionnaires consist of 3 parts, Part I : 4 questions (management demography and working duration), Part II : 17 customer perception questions, management on customer expectation towards service execution, Part III : Open Question for Weighted Importance of 5 SERVQUAL dimension. Data Analysis Methodology: Descriptive, Cluster, Discriminant, and Dependency Analysis, SERVQUAL Analisis on Gap 5 and Gap 1. Results : Gap 1 cluster 1 require improvement on variable 5 (service always free from errors), for cluster 2 on variable 10 (if error occur then agency would fix). Gap 5 cluster 1 needs improvement variable 5 (service always free from errors), variable 8 (service always suit to the promises), variable 9 (customer complaint would be honestly responsed), and variable 11 (hospitality of agency Bank staff), for cluster 2 on variable 17 (sympathy agency staff). Based on Importance-Performance Graph, variable which is need to be fixed on cluster 1 is variable 8 (service always suit to the promises). Cluster 2 variable which is need is variable 8 (service always suit to the promises) and variable 10 ((if error occur then agency would fix).
Co-Authors Agnes Tuti Rumiati Agus Raikhani Agus Raikhani Ardiyan Abi Winata Ardiyan Abi Winata Eddy Setiadi Soedjono Eko Nurmianto Faizal Putra Budimas Gunarta, I Ketut Halila Titin Hariyanto Hary Sudjono Janti Gunawan Machrus Ali Reza Aulia Akbar Ruslan Hidayat Ruslan Hidayat Sangki Purabaya Setiawan Setiawan Setiawan Sutikno Sutikno Sutikno Sutikno Upik Nurhalizah