Service Quality Pada Bank Perkreditan Rakyat
Keywords:
Service Quality, Loyalty BPR
Abstract
This research to aim for analysis the importance service quality in service company, for the first in BPR. Currently, BPR is experiencing a slump due to the crisis of public confidence in utilizing banking products. This is due to the low quality of services implemented by BPR. This research method uses descriptive qualitative analysis where the research focuses on literature review. The results of this study indicate that service quality has an important role in increasing customer satisfaction, which continues to customer loyalty which is a sustainable advantage for BPR as measured by 5 dimensions of service quality
References
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Mohammad, M Akbar, Noorjahan Parvez 2009. “Impact Of Service Quality, Trust, and Customer Satisfaction on Customers Loyality”. 1877-0428 © 2014 The Authors. Published by Elsevier Ltd.
Panjaitan, J. E. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung. DeReMa Jurnal Manajemen, 11(2), 265. https://doi.org/10.24929/feb.v6i2.268
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Ratih Kusuma Dewi, GAP. 2014. The Effect Of Service Quality Towards Customer Satisfaction And Loyality PT BPR HOKI at Tabanan Regency. DIVINKOM Universitas Udayana.
Engkur. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah di DKI Jakarta. Jurnal Akuntansi Dan Manajemen, 14(01), 23–35.
Febriana, N. I. (2016). Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia Kantor Cabang Pembantu Tulungagung. An-Nisbah, 03(01), 145–168.
Kotler, P., Kevin Lance Keller. 2012. Marketing Management 14th edition. Jakarta:PT. Indeks Kelompok Gramedia.
Lukasyanti, D. 2010. Strategi Meningkatkan Kualitas Pelayanan Jasa. (online), (http://www.sutisna.com)
Mahardika, O. (2020). Kualitas Layanan Dan Citra Lembaga Terhadap Word of Mouth Mahasiswa Stahn Gde Pudja Mataram. Business Management Analysis Journal (BMAJ), 3(1), 46–57. https://doi.org/10.24176/bmaj.v3i1.4461
Mohammad, M Akbar, Noorjahan Parvez 2009. “Impact Of Service Quality, Trust, and Customer Satisfaction on Customers Loyality”. 1877-0428 © 2014 The Authors. Published by Elsevier Ltd.
Panjaitan, J. E. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung. DeReMa Jurnal Manajemen, 11(2), 265. https://doi.org/10.24929/feb.v6i2.268
Parasuraman, A., Zeithaml, V.A., and Berry, L. 1988. SERQUAL: Multiple-item scale for Measuring consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Ratih Kusuma Dewi, GAP. 2014. The Effect Of Service Quality Towards Customer Satisfaction And Loyality PT BPR HOKI at Tabanan Regency. DIVINKOM Universitas Udayana.
