The Analysis Of BPR Customer Service Quality Towards The Buying Decision Of Product Of BPR Shinta Daya Kalasan Yogyakarta

Abstract

In the BPR business competition recently, the customers' satisfaction becomes the main priority in the level ofcustomers' necessity and expectation, hence the hospital has to consider the things, which are considered important by customers. In this case, management need to consider influencing factors ofquality services to the customer satisfaction and whether it has been fulfilled or not. Monitoring and measuring to the customer satisfaction 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 measured by many kinds of methods and techniques. This research is about service quality at BPR Shinta Daya Kalasan Yogyakarta 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 research were to identify the most dominant dimension ofservice quality that influence customer satisfaction at BPR Shinta Daya Kalasan Yogyakarta and to identify the significant level ofdifferences"between the average ofexpected service quality and the average ofperceived service quality felt by customers. In answering the problems above, the writer used qualitative and quantitative analysis. The writer took exactly 100 respondents. Qualitative analysis is an analvsis 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 of table. 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, reliability, responsiveness, assurance, empathy, the most dominant is responsiveness.