Proceedings of the International Conference on Economics and Banking 2015

Banking Service Quality Analysis in Facing Challenges and Opportunities for Business Development

Authors
Edhi Asmirantho, Rorim Panday
Corresponding Author
Edhi Asmirantho
Available Online May 2015.
DOI
https://doi.org/10.2991/iceb-15.2015.17How to use a DOI?
Keywords
Service Quality, t-test, important performance analysis
Abstract
Banking business competition is so tight, in terms of offering banking products. In the competition, there is always a challenge and an opportunity. Banking business included in service operations, thus each bank trying to service its services to provide satisfaction to its customers and to attract new customers, not least for ABC Bank. Research on the quality of service at ABC Bank, applying SERVQUAL introduced by Parasuraman, by making adjustments to the instrument. To sharpen the analysis used the t-test and Important Performance Analysis (IPA). Respondents in this study were 370 people, which is a customer of the bank. The results of this study showed, from 24 variable quality of service, there are 12 variables that do not meet customer expectations, 3 variables which already meets the expectations and 9 variables that are in accordance with customer expectations. In addition, from the IPA, there are 6 variables obtained a high priority, 8 variables retained, 7 variables with low priority and 3 variables that have been excessive. Discussion of these two analyzes give a very clear direction for the ABC bank to improve its service quality
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Proceedings
International Conference on Economics and Banking (iceb-15)
Part of series
Advances in Economics, Business and Management Research
Publication Date
May 2015
ISBN
978-94-62520-86-8
ISSN
2352-5428
DOI
https://doi.org/10.2991/iceb-15.2015.17How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Edhi Asmirantho
AU  - Rorim Panday
PY  - 2015/05
DA  - 2015/05
TI  - Banking Service Quality Analysis in Facing Challenges and Opportunities for Business Development
BT  - International Conference on Economics and Banking (iceb-15)
PB  - Atlantis Press
SN  - 2352-5428
UR  - https://doi.org/10.2991/iceb-15.2015.17
DO  - https://doi.org/10.2991/iceb-15.2015.17
ID  - Asmirantho2015/05
ER  -