Customers' Satisfaction Toward Service Quality In BTN Yogyakarta Branch

Abstract

Nila Mahendra Sari (2003). Customers' Satisfaction Toward Service Quality in BTN Yogyakarta Branch. International Program, Department of Management, Economic Faculty, Islamic University of Indonesia. In the banking business competition recently, the customers' satisfaction becomes the main priority in the level of customers' necessity and expectation, hence the bank has to consider the things, which are considered important by customers. In this case, companies need to consider influencing factors of quality services to the customer satisfaction and whether it has been fulfilled or not. Monitoring and measuring to the customersatisfaction has become the very essential thing for each company. It is caused by the step of giving feedback and income for needs of development and implementation of strategy to increase customer satisfaction. Principally the customer satisfaction can be measuredby many kinds of methods and techniques, this research about service quality in BTN Yogyakarta branch need to be deeply researched based on the five dimensions (Tangible, Reliability, Responsiveness, Assurance, and Empathy) in Parasuraman, Zeithaml, Berry's service quality and compare to expected and perceived service. The problems formulations in this researchwere to identify the most dominant dimension of service quality that influence customer satisfaction at BTN Yogyakarta branch and to identify the significant level of differences between the average of expected service quality and the average of perceived service quality felt by customers. In answering the problems above, the writer used qualitative and quantitative analysis. The writer took approximately 120 respondents. Qualitative analysis is an analysis in the form of non-statistic realized by the result of the questionnaire that will be used as the data analysis served in the form oftable. Quantitative analysis utilizes z test. Based on the research, the result showed that there is no significant difference between expected service quality and perceived service quality. Among the five dimensions of service quality tangible (-0.20), reliability (- 0.28), responsiveness (-0.17), assurance (-0.08), empathy (-0.11), the most dominant is assurance.