ANALISIS KEPUASAN NASABAH DENGAN PENDEKATAN FUZZY SERVICE QUALITY DALAM UPAYA PENINGKATAN KUALITAS LAYANAN PERBANKAN (Studi Kasus di Bank Mandiri Cabang Sudirman Yogyakarta)
ABSTRACT: Servqual Dimension
in gap measuring
is used over
recovering program in
controlling service as the
alternatives for the
service quality improving
towards customer satisfaction,
as one of the
company strategy to empower Total Quality Service. Measuring the
service quality using
servqual is the
other way to
discover customer satisfaction over service quality employs in
PT. Bank Mandiri (Persero) Tbk Sudirman Branch. Hence, it could be further
measured the gap between customer perception with their expectation by placing
it in service dimension:
Reliability, Response, Assurance,
Empathy. Questionnaire test
using Likert scale
is employed to obtain
physical evidence of
measurement. Furthermore, 75
questionnaires of 80 are
collected. Later, data is processed using Fuzzy-Servqual Method. Information for
average gap of
each dimension finally
concluded as follow:
Response (-0,158), Emphaty (0,05),
physical evidence (0,176),
Reliability (0,291) and
Assurance (0,514). It
shown that, overall the service
quality at PT. Bank Mandiri (Persero) Tbk Sudirman Branch considered as
good. It can be said that its service
quality is accommodate every customer necessities.
Penulis: Abdul Djalal
Kode Jurnal: jptindustridd130549
