Analisis konfirmasi nasabah terhadap kualitas pelayanan pada BRI Unit"X" Kantor Cabang Majenang

SANTOSO, Hermawan Budi, Dr.Ir. Dwidjono Hadi Darwanto, MS

2004 | Tesis | Magister Manajemen Agribisnis

The aim of this research is to evaluate the service quality of BRI Unit “X” Kantor Cabang Majenang so that consumers satisfaction or not satisfaction is gained by calculating the fifth gap of servqual instruments. Data used in this research are primary datas from surveys. Non probability sampling with purposive sampling is used to determine respondent for answer 15 items question. Analytical tools that were applied in this research are validity, reliability, normality and the fifth gap analysis with weighted servqual method. The results of the analysis show that there were negative value of gap as – 624.26 with the greatest negative value in responsiveness – 160.01 followed by reliability – 136.66, empathy – 126.68, tangible – 96.68 and assurance – 65.03. Negative conformative means that expectation value of management is higher than actual performance. This can be caused by consumers preliminary perception that BRI Unit “X” is a qualified bank, so they need higher service quality standard, as well as by consumers complaint for service quality. In the future, BRI Unit “X” has to carry out periodically service quality improvement programs to improve their performance.

Kata Kunci : Agribisnis,Perbankan,Kualitas Layanan