Analisis Faktor Yang Dipertimbangkan Nasabah Dalam Mempersepsikan Kualitas Layanan Bank Di Malang

Abstract

Customer oriented companies always look for customer needs in order to in out market opportunity. It is important to determine definite strategy. Research on service quality is one of the stages taken to understand customer needs. This study discusses two main issues (a) the determinant factors that influence the service quality, and (b) the level of customer satisfaction in Banking Industry. The result of this study finds that customers perceive variable of technology and security, empathy, responsiveness, will determine service quality. By comparing the expectation level and the actual level of the performance, private bank has greater value on customer satisfaction than state owned bank.