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Authors: Dedy Ansari Harahap ; Ratih Hurriyati ;  Disman ; Vanessa Gaffar and Dita Amanah

Affiliation: Universitas Pendidikan Indonesia, Indonesia

Keyword(s): Service Quality, Importance Performance Analysis, Gap Analysis & Banking.

Abstract: Increasingly complex challenges in the banking industry and the rapid advancement of information technology, encourage the banking industry to respond quickly to fulfill customer needs by providing safe and quality banking products and services. This study aims to measure and determine the service quality of PT. BNI (Persero) Tbk, USU Medan. This study is a descriptive quantitative research with the sample of 120 respondents and analyzed statistically using Importance Performance Analysis (IPA) and Gap Analysis (GAP). The results showed the service quality with the IPA method was very good with the level of performance is 80.40%, while the GAP method obtained from the whole instrument is -0.95, which indicates that the service quality is good. This article provides guidelines that every bank must continuously improve its service to customers thus customers feel satisfied and do not switch to another bank. Service quality is important in order to attract customers become loyal to the bank. (More)

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Paper citation in several formats:
Ansari Harahap, D.; Hurriyati, R.; Disman.; Gaffar, V. and Amanah, D. (2019). An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia. In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC; ISBN 978-989-758-387-2; ISSN 2184-5212, SciTePress, pages 161-168. DOI: 10.5220/0008437901610168

@conference{seabc19,
author={Dedy {Ansari Harahap}. and Ratih Hurriyati. and Disman. and Vanessa Gaffar. and Dita Amanah.},
title={An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia},
booktitle={Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC},
year={2019},
pages={161-168},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008437901610168},
isbn={978-989-758-387-2},
issn={2184-5212},
}

TY - CONF

JO - Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - SEABC
TI - An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia
SN - 978-989-758-387-2
IS - 2184-5212
AU - Ansari Harahap, D.
AU - Hurriyati, R.
AU - Disman.
AU - Gaffar, V.
AU - Amanah, D.
PY - 2019
SP - 161
EP - 168
DO - 10.5220/0008437901610168
PB - SciTePress