Tingkat Kepuasan Nasabah Terhadap Pelayanan Pt. Bank Mandiri Kcp Medan Sunggal dengan Metode Fuzzy Service Quality

Abstract

Every customer wants to get the best quality of services provided by banks and according to their expectations. Good service will give the impact on the level of customer satisfaction where the level of satisfaction is the customer's feeling after comparing by what they received with what they expected.Therefore, it is necessary to measure the level of customer satisfaction or dissatisfaction with the quality of banking services provided by Bank Mandiri KCP Medan Sunggal using the Fuzzy Service Quality method.after analyzing the data, the obtained GAP values are based on dimensions, namely reliability (2.49), responsiveness (3.91), assurance (2.43), empathy (0.96) and tangibles (4.07), overall the GAP value is positive, which means that the service quality of Bank Mandiri KCP Medan Sunggal received by customers is satisfactory so that it is in accordance with what is expected.However, the GAP value based on 21 statement indicators, there is 1 statement indicator with a negative value, namely efficient queuing arrangements, which means that the service perceived by the customer is unsatisfactory, so it needs to be considered and repaired by Bank Mandiri KCP Medan Sunggal.