ANALYSIS OF SERVICE QUALITY TOWARD CUSTOMER EXPECTATION IN BANK MANDIRI (STUDY CASE OF RUKO ROXY BLOCK B NO 3 CIKARANG UTARA SUB BRANCH)

Abstract

Service quality is becomes importance factor in running business in this era of globalization. We, as consumer are familiar with service industry. We use service almost every day in our daily activities. By the time goes, the service industry has becomes expanding. There are a lot of places that presents better service for its customer. This object of this thesis is to find out the relationship between customer expected importance level and customer perceived performance level of Bank Mandiri. Finally it’s to evaluate the well-performed aspects and the poorly-performance aspects from five dimensions on service quality. And the gap model of service quality is used to compare the customer perceived service importance and performance. In order to do this thesis, a questionnaire is designed and validated, then based on the data which were gained from 50 respondents’ answer the questionnaire, the analysis is done on the result and relations are explained. The questionnaires were distributed at Bank Mandiri sub branch Ruko Roxy Block no3 Cikarang, President University Campus and Student Housing. It is hoped that this thesis would be helpful and interesting for both academics and practitioners.