| dc.description.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. | en_US |
