PUTRI, RAMADHANI (2016) ANALISIS KUALITAS PELAYANAN PADA PENGGUNA EDC MERCHANT DI BANK RAKYAT INDONESIA CABANG SRIWIJAYA PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
Full text not available from this repository.Abstract
The purpose of this final report is to determine the service quality to EDC Merchant users and The Most Service Quality that given to EDC Merchant customers and give satisfaction in Bank Rakyat Indonesia Branch Sriwijaya, Palembang. Data collection methods used in this study was obtained from interviews with employees and EDC Merchant users and questionnaires given to EDC Merchant customers respondents to be filled in with the perception or attitudes of respondents to select an answer in accordance with the Likert scale and processed with interpretation score and analyzed qualitatively. Interpretation variable tangibles gets score of 78 percent, reliability 81 percent gets score, responsiveness gets score of 74.5 percent, assurance gets score of 81 percent, and emphaty gets score of 76.5 percent. Bank Rakyat Indonesia Branch Sriwijaya need to maintain and can improve the overall service quality of existing variables. While the most dominant service quality of satisfaction variable is Assurance variable get interpretation score of 82 percent and included in very strong percentage. To continue improving customer satisfaction Bank Rakyat Indonesia Branch Sriwijaya Palembang need to maintain Assurance variable in order to continue to give satisfaction to the customers, especially EDC Merchant customers and variable which get low interpretation score satisfaction is responsiveness variable with a score of 60 percent and need to be increased service quality with responding to customer complaints quickly so that customers feel the overall satisfaction to the Bank, especially in the EDC product Merchant.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Management > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 19 Dec 2016 03:02 |
| Last Modified: | 19 Dec 2016 03:02 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2995 |
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