| dc.description.abstract | By assessing the correlation between customer perceptions and service or product
quality improvement priorities, the Importance Performance Analysis (IPA) method,
also known as quadrant analysis, seeks to ascertain the relationship between
consumer perceptions and the aim of improving product or service quality. In order
to increase customer satisfaction and service quality, Bank Mandiri Branch Medan
Pulau Pinang must work beyond expectations so that customers will be happy when
using the services offered by Bank Mandiri Branch Medan Pulau Pinang. As a result
of this, Importance Performance Analysis (IPA), which has 25 valid qualities, is used
to find out how satisfied customers are with the quality of services offered by Bank
Mandiri Branch Medan Pulau Pinang. Direct questions are also asked of customers
who utilize the service. The results showed that the highest conformity level for
service quality was 99.98%, or security and confidentiality of customer data, and the
lowest conformity level was 97.27%, or convenience and security of the location and
available parking area. Because the average result is 99.76%, it can be said that all
of these characteristics or attributes are above average because they are close to
100%, so it can be concluded that the suitability level of PT. Bank Mandiri Branch
Medan Pulau Pinang has been effective | en_US |
