Analisis Kualitas Pelayanan Bank Sumatera Utara Cabang Sibuhuan Tahun 2019

Fadhila, Era (2020) Analisis Kualitas Pelayanan Bank Sumatera Utara Cabang Sibuhuan Tahun 2019. Other thesis, Universitas Islam Riau.

Text 167210729.pdf - Submitted Version Download (2MB)

Abstract

This study aims to measure the service quality of Bank Sumatera Utara Branch Sibuhuan in 2019. Indicators of service quality include: (1) tangibles; (2) credibility; (3) competence; (4) access; (5) reliability; (6) responsiveness; (7) manners; (8) communication; (9) understanding customers; and (10) security. This type of research is a quantitative survey research, because this study aims to examine the research, namely the descriptive hypothesis. The population of this study were all customers of Bank Sumatra Utara Sibuhuan Branch in 2019, with a research sample of 96 people, where the sample was selected incidentally. The research data were analyzed using descriptive statistics. Based on the analysis and discussion of the research results, it is concluded that the quality of service at Bank Sumatra Utara Branch of Sibuhuan in 2019 is quite good, because the physical facilities, access, ability, reaction ability, communication, and the ability to understand customers of Bank Sumatra Utara, Sibuhuan Branch can only meet the needs good or 41% - 60%. Meanwhile, the indicators of credibility, competence, politeness, and security have been evaluated good.

Actions (login required)

View Item