Edhi Asmirantho, Rorim Panday

Judul	:	Banking Service Quality Analysis in Facing Challenges and Opportunities for Business Development
Abstrak	:	Banking business competition is so tight, in terms of offering banking products. In the competition, there is always a challenge and an opportunity. Banking business included in service operations, thus each bank trying to service its services to provide satisfaction to its customers and to attract new customers, not least for ABC Bank. Research on the quality of service at ABC Bank, applying SERVQUAL introduced by Parasuraman, by making adjustments to the instrument. To sharpen the analysis used the t-test and Important Performance Analysis (IPA). Respondents in this study were 370 people, which is a customer of the bank. The results of this study showed, from 24 variable quality of service, there are 12 variables that do not meet customer expectations, 3 variables which already meets the expectations and 9 variables that are in accordance with customer expectations. In addition, from the IPA, there are 6 variables obtained a high priority, 8 variables retained, 7 variables with low priority and 3 variables that have been excessive. Discussion of these two analyzes give a very clear direction for the ABC bank to improve its service quality
Tahun	:	2015	Media Publikasi	:	prosiding
Kategori	:	Prosiding	No/Vol/Tahun	:	1 / 1 / 2015
ISSN/ISBN	:	2352-5428/ 978-94-62520-86-8
PTN/S	:	Universitas Pakuan, Universitas Bhayangkara Jaya	Program Studi	:	MANAJEMEN KEUANGAN & PERBANKAN (D3)
Bibliography	:	Ravichandran.K , B. Tamil Mani , S. Arun Kumar , S. Prabhakaran, “Influence of Service Quality on Customer Satisfaction Application of Servqual Model,” International Journal of Business and Management Vol. 5, No. 4; April 2010. (March 21, 2015). Retrieved from : http://www.google.co.id/url?sa=t&rct=j&q=&esrc=s&source=web&cd =7&cad=rja&uact=8&ved=0CE4QFjAG&url=http%3A%2F%2Fccsen et.org%2Fjournal%2Findex.php%2Fijbm%2Farticle%2Fdownload%2F 5158%2F4616&ei=5HUNVbTMcyouwSzr4H4DQ&usg=AFQjCNFLo ioz4c8YlhO5TNDgi76Lrl8g&sig2=uPnfNvZPwylmSbvN7EGmdw&b vm=bv.88528373,d.c2E  Parasuraman, A., Zeithaml, V. A. & Berry,L,.”A conceptual model of service quality and its implications for future research,” Journal of Marketing, 49(Fall), 41-50,1985.  Zeithaml VA., Berry, LL., Parasuraman, A, “The Nature and Determinants of Consumer Expectations of Service,” Journal of the Academy of Marketing Science, Vol 21, 1993 Bente Corneliu, “Concept of Service Quality Measurement in Banks,” The Faculty of Economics. University of Oradea , 2012. Retrieved from :http://steconomiceuoradea.ro/anale/ volume/2012/n2 /135.pdf
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