TA DIGITAL
Analisis Tingkat Kepentingan Dan Kualitas Layanan Tabungan Pada PT Bank Perkreditan Rakyat Artaperdana Deltasentosa Pati
PT. BPR Artaperdana Deltasentosa Pati is a service company that collects funds from society deposits and savings. It must always prepare an excellent service quality to the customers for customer satisfaction.
The purpose of this final project is to know the savings service dimensions which are perceived important by customers, to know the level of quality savings services provided by PT. BPR Artaperdana Deltasentosa Pati, and to analyze the appropriate level of saving sevices by saver customer.
The methods of collecting data are interview, observation, literature study and questionnaire. The data analysis which is used is Importance Performance Analysis by John A. Martila and John C. James. The service quality attributes are tangible, responsiveness, reliability, emphaty and assurance.
The results of the analysis shows that the position of the company is on the quadrant B of Kartesius Diagram “Performance Maintained”, with an average score of the variable importance of 4.14, which is considered important. The level of service quality is at 3.55, which is considered good by the customers.
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