Path: Top Journal Jurnal_Ekonomi 2003

Analisis perbandingan kualitas jasa pelayanan perbankan antara bank pemerintah dan bank swasta di Kota Malang

Journal from JIPTUNMERPP / 2008-01-09 09:44:48
Oleh : Moh. Munir, Faculty_of_Economics_-_Merdeka_University_Malang
Dibuat : 2004-10-01, dengan file

Keyword : Service profesionalism, state and private banks, customers satisfaction
Url : http://

This study was aimed at determining: whether service quality difference was evident between the state and private banks, in what respect(s) the tw3o banks different, and whether the two banks provided satisfactory srvice. This research result indicated: (1) in terms of service profesionalism, physical evidence, response potential, security insurance and individual attention, the private banks ranked higher than the state ones, (2) both the state and private banks failed to meet the customers satisfaction (3) the state bank ranked higher in term of security insurance whereas the private bank was better in the response potential, (4) based on the Cartesion diagram the BNI 46 bank needs to put priority on accuracy, service speed, queuing time, interaction with customer and additional service time, while the service produce., ATM availability, staff honesty and just service scored well, and (5) the BCA bank should improve the staff courtesy, staff hospitality, just service, capability to respond to suggestions and interaction with customers.

Deskripsi Alternatif :

This study was aimed at determining: whether service quality difference was evident between the state and private banks, in what respect(s) the tw3o banks different, and whether the two banks provided satisfactory srvice. This research result indicated: (1) in terms of service profesionalism, physical evidence, response potential, security insurance and individual attention, the private banks ranked higher than the state ones, (2) both the state and private banks failed to meet the customers satisfaction (3) the state bank ranked higher in term of security insurance whereas the private bank was better in the response potential, (4) based on the Cartesion diagram the BNI 46 bank needs to put priority on accuracy, service speed, queuing time, interaction with customer and additional service time, while the service produce., ATM availability, staff honesty and just service scored well, and (5) the BCA bank should improve the staff courtesy, staff hospitality, just service, capability to respond to suggestions and interaction with customers.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiF
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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