ANALISIS KUALITAS LAYANAN PT. BANK RAKYAT INDONESIA Tbk CABANG MANNA UNIT PENAGO BENGKULU SELATAN

The objectives of this research were to: 1) analyze the important attributes at Panago
unit of BRI Bank Manna Branch; 2) know how good enough the servqual attributes that can
achieve customer expectation; 3) analyze the level of customer satisfaction at Panago unit of
BRI Bank Manna Branch. Research method was used by comparing between customer
expectation and performance on the service quality attribute that used on this study. The other
research method was also using Cartecius Diagram. The number of sample on this research
was 147 respondent. Accidental sampling method was used in this study. The result of study
can be summaries: 1) The grade of servqual on every attributes were found -75,67 on
tangibles, -89,60 on reliability, -116,50 on responsive, -93,50 on assurance and – 73,25 for.
The amount of score gap in every attributes was found – 12,77, -17,90, -30,26 , -19,49 and
– 11,96. The final gap of service quality that found on this resarch was –92,38. It means that
the customer feel unsatisfaction on the service that provide by of BRI Bank at Panago unit.
Based on Cartecius Diagram was found: 1) there were 6 indicators which should get priority
to be addressed, 2) there were 7 indicators which should be maintained, 3) there were 7
indicators that low priority for repairing, 4) And 3 other indicators have exceeded customer
satisfaction. The indicators that must be addressed were one item from tangible dimension,
one item from reliability dimension, two item from responsiveness dimension, and two item
from assurance dimension