Pengaruh Dimensi Kualitas Pelayanan Terhadap Kualitas Pelayanan Secara Keseluruhan pada Nasabah Perbankan di Kota Batam

Heleny, Cindi (2010) Pengaruh Dimensi Kualitas Pelayanan Terhadap Kualitas Pelayanan Secara Keseluruhan pada Nasabah Perbankan di Kota Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Every company always try their best to make company programmes to improve employee’s performance. Because company believe that improve employee performance will give their best service to customer. The purpose of this research is to understand whether there is influense of dimension service quality towards overall service quality. Population of this research is customer who had use bank service. The samples are Bank Mandiri, Bank BRI, Bank BCA, Bank BNI and Bank Danamon.Data gathering method that used by researcher is judgment sampling. Researcher gathering data using interview technique and questionnaire. The results show that significant correlated dimension reliability towards overall service quality, responsiveness significant correlated towards overall service quality, assurance significant correlated towards overall service quality, empathy significant correlated towards overall service quality and tangible significant correlated towards overall service quality. Keywords: Reliability, Responsiveness, Assurance, Empathy, Tangible, Overall service quality.

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