Persepsi Nasabah Tentang Ketanggapan, Keramahan, Kehandalan, Komunikasi, dan Mengerti Nasabah terhadap Pelayanan Bagian Prioritas  PT. Bank Central Asia Surabaya

Arasy Alimudin; I Putu Artaya

doi:10.26740/bisma.v1n2.p119-130

Authors

Arasy Alimudin Universitas Narotama Surabaya
I Putu Artaya Universitas Narotama Surabaya

DOI:

https://doi.org/10.26740/bisma.v1n2.p119-130

Keywords:

Customer perception, customer satisfaction, SERVQUAL

Abstract

Object of this research in one of famous bank in Surabaya which is PT Bank Central Asia, with qualitative research type, cause to know how customer bank perception about service that Bank Central Asia give to customer which is service a main point of customer satisfaction. Perception that tray to measurement using qualitative approachs: responsiveness, communication, durability, hospitality, and understanding customer has satisfaction ones each other during servicing customer. All populations are 1030 customer, take a sample 40 customer which is customer who has deposit 500million rupias

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