TINGKAT KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN PADA PT BANK PERKREDITAN RAKYAT CENTRADANA KAPUAS DI PONTIANAK

Abstract

Every year PT BPR Centradana Kapuas in Pontianak’s customer increasing yet the amount of deposit decreasing. That’s why research about service quality is needed which consist of tangible, reliability. responsiveness, assurance and empathy variable. This research is purposed to know about customers’ satisfaction by PT BPR Centradana Kapuas in Pontianak’s service quality. Form of this research is descriptive research. Data gathering technique by observation, interview, quertionaire dan documentary study. Population in this research is all of customers who deposit on PT BPR Centradana Kapuas in Pontianak which are 1.978 customers and took 100 customers as sample or respondent. Data analysis technique is qualitative analysis which is use Likert Scale and Kartesius Diagram. Conclusions of this research are service quality given to customers which consist assurance, reliability, empathy dan tangibility stand on above 80 percent, which mean very appropriate with customers’ importance, meanwhile responsiveness stand on between 60,00-80,00 percent, which mean appropriate with customers’ importance. Based on discrepancy score, customers satisfied with services given. Suggestion from this research is its better to pay attention and improve service performance to some indicators in order to fullfil customers’ importance.