ANALISIS KUALITAS PELAYANAN NASABAH PT. BANK MUAMALAT PEKANBARU

Abstract

Today's competitive world of banking, customer service aspect is a critical point that must be managed properly. With the rapid advancement of technology, the advantages of a banking product is very difficult to be maintained continuously from the business model, moreover there is no patent protection on banking products. Competitors are not too difficult to learn, imitate and develop ways to compete or enhance these advantages. Therefore, proper care is needed in order to play a role in providing more value to the quality of reception / customer perception of the overall banking products. here are five basic dimensions of service quality that includes: intangible dimensions (tangible), empathy (empathy), reliability (realiability), responsive (responsiveness), and security (assurance). Population of this study are all customers at bank branches Muamallat jl. Sudirman Pekanbaru in 2012 on all kinds of savings, the current account, savings and time deposits amounting to 64 510 customers. To determine the sample of a population can use Slovin formula so that it becomes 100 customers who become respondents. Data obtained from the field were collected and classified and analyzed the type and nature, then elaborated by descriptive quantitative. From the research, the five dimensions of service quality on customer satisfaction which shows that overall has a good quality. Nevertheless, the performance of each indicator in tinggkatkan longer need so that customers have more confidence to the bank, with a recapitulation of the quality of service at PT. Bank Muamalat Pekanbaru is 6704.