ANALISIS KUALITAS PELAYANAN PT.BANK RAKYAT INDONESIA (PERSERO) CABANG RENGAT UNIT PERANAP KABUPATEN INDRAGIRI HULU

Abstract

In areas Peranap has stood several banks that offer banking services, both owned by the government and owned by private parties. The banks are competing for the BRI in gaining customers and market the product perbankan. Given the limited time and energy it samples taken using accidental sampling technique that not all of the number of clients can be studied as an object of research. In this study, the population is customer service, cutomer service manager, and teller as key information Based on the Summary of comparison of scores of each indicator in which scores of importance (importance) is greater than the score of the level of performance (performance), whereas in all the indicators that have the highest scores are the indicators of the completeness of the equipment administration / office facilities with a score of 350 at the interest (importance) and 313 on the performance level (performance) on the willingness teller / customer service provide fast service to customers, which means that the performance of services under circumstances showing an interest or expectancy. So the quality of services provided by the Bank deemed unsatisfactory by the customer. Strategies undertaken to improve service quality by using analysis of importance and performance metrics.