ANALYSIS OF ATM SERVICE QUALITY TO CUSTOMER SATISFACTION IN BCA BANK (CASE STUDY OF RUKO THAMIN LIPPO CIKARANG SUB BRANCH)

Abstract

This thesis is about ATM service quality from saving customer of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. The writer believes that customer satisfaction is related with the quality of service, and measuring can be used like an advantage for quality improvement. To archive this we present some theoretical background about quality, some tools for quality improvement, some tools for measuring customer satisfaction. The writer fined out that the result is BCA Bank has a good service quality towards customer satisfaction. It can be measured by use some approaches of SERVQUAL and Person’s product moment coefficient. Also apply SERVQUAL that Relates the customer needs and satisfaction, identified previously. The results are based both in SERVQUAL and Pearson’s product moment coefficient. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and person’s product moment coefficient method, because the writer believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The selected variables are based on Service Quality ( SERVQUAL) theory. Regression results indicate that five dimensions (Tangibles, Credibility, Reliability, Assurance and Sympathy) have positive and significant relationship with ATM service quality and that ATM service quality positively and significantly contributes toward customer satisfaction into each transaction in bank BCA sub branch Ruko thamin lippo cikarang . The Researcher will use the primary data through questionnaire(Translated by Bahasa Indonesia) and program SPSS 17.0 for analysis the data collected.