ANALISIS PENGARUH KUALITAS PELAYANAN BANK BRI UNIT MENTHOBI RAYA LAMANDAU

Sari

The banking world has managed to change our society. From the traditional community who keep his money under the pillow or in a piggy bank account owner While the formulation of the problem in this research is How customer response on the quality of services provided by the Bank BRI Unit Menthobi highway ? and How is the customer's expectation on the quality of service provided by Bank BRI Unit Menthobi highway ?
The purpose of this study is to determine the response of customers on the quality of services provided by Bank BRI Unit Menthobi Raya and To know the expectations of customers for the performance provided by Bank BRI Unit Menthobi Raya.
The object of this research is Customer Bank Rakyat Indonesia (BRI) Unit Menthobi Raya which is located at Jalan Kurniawan RT.09/ RW. 04 Ds. Bukit Raya, Kec. Menthobi Raya, Kab. Lamandau.Metode The analysis used is the method of service quality and Cartesian diagram.
Generally generated quality service indicators in this study based on reliability, responsiveness, assurance, empathy and tangible aspects relative to region I (concentrating here), this means not much different as it results from the level of inequality that occurs in the sense that the level of importance or expectation (satisfaction) of Bank Rakyat Indonesia (BRI) customers of Menthobi Raya Unit is still relatively much not fulfilled by the performance of service quality that has been running for this. There are 10 (ten) statements in quadrant I and in quadrant II not exist, Quadrant III there are 4 (four) statement and quadrant IV there is only 1 (one) statement.
The conclusion that customer response to the quality of service provided by Bank BRI Menthobi Raya Unit has been quite good with an average value of 3.19 and customer expectations for the performance given by Bank BRI Unit Menthobi Raya is important because it gives an average value of 4, 07.