Proceedings of the International Conference on Science and Technology (ICST 2018)

Fuzzy Evaluation of Service Quality in The Banking

Authors
Endang Suprihatin, Rachmad Hidayat
Corresponding Author
Endang Suprihatin
Available Online December 2018.
DOI
https://doi.org/10.2991/icst-18.2018.128How to use a DOI?
Keywords
Fuzzy servqual; service quality; responsiveness; reliability
Abstract
The measurement of banking service quality was done by Fuzzy servqual method. Service quality used five dimensions contained in servqual was tangible, reliability, responsiveness, assurance, emphaty. The results of this study indicated that the gap value of the five dimensions had a negative value. It means that the quality of service got was not in accordance with the expectation of the customer. The highest gap value was the dimension of responsiveness and the lowest gap was the dimension of reliability. Thus it can be seen that the dimensions of responsiveness were a concern to improve service quality. One variable that had a positive value was Customer Service variable who helps customer need.
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Volume Title
Proceedings of the International Conference on Science and Technology (ICST 2018)
Series
Atlantis Highlights in Engineering
Publication Date
December 2018
ISBN
978-94-6252-650-1
ISSN
2589-4943
DOI
https://doi.org/10.2991/icst-18.2018.128How 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  - Endang Suprihatin
AU  - Rachmad Hidayat
PY  - 2018/12
DA  - 2018/12
TI  - Fuzzy Evaluation of Service Quality in The Banking
BT  - Proceedings of the International Conference on Science and Technology (ICST 2018)
PB  - Atlantis Press
SP  - 625
EP  - 629
SN  - 2589-4943
UR  - https://doi.org/10.2991/icst-18.2018.128
DO  - https://doi.org/10.2991/icst-18.2018.128
ID  - Suprihatin2018/12
ER  -