| dc.description.abstract | PT. BPR X is a company engaged in services, especially banking. The problem
faced by the company is that there are customer complaints related to service at
this company. Where this indicates that the quality of service at the company is not
good or meets the expectations of customers. Therefore, this research was
conducted with the aim of analyzing the quality of service at PT. BPR X to increase
customer satisfaction by reducing the number of complaints submitted by customers
regarding the services received. In this study, it was necessary to collect data using
open and closed questionnaire instruments. From the results of the questionnaire
obtained 20 attributes of customer needs which are included in the 5 dimensions of
quality, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy.
Furthermore, data processing is carried out using the ServQual and Quality
Function Deployment methods. Through the results of the analysis obtained several
attributes that must be prioritized include, complete facilities such as waiting rooms
and parking lots, clean, neat and comfortable service rooms, complete brochures,
employees who look neat and polite, transaction services are carried out precisely
and accurately, and the bank has good reputation and the highest performing
attributes and dimensions. Proposed improvements that can be given to PT. BPR X
is based on priority of technical response. The technical response that is the main
focus in the proposal is regular employee training and building additional
infrastructure and facilities. | en_US |
