Service Quality Analysis of BPR XYZ
BPR XYZ is a banking company engaged in savings, deposit, and loan services. In providing services to customers, its employees follow service standards established by the company. However, in reality, there are still many complaints from customers. Therefore, it is necessary to measure the quality...
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| Format: | Article |
| Language: | English |
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Universitas KH Abdul Chalim, Prodi Ekonomi Syariah
2025-01-01
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| Series: | Indonesian Interdisciplinary Journal of Sharia Economics |
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| Online Access: | https://e-journal.uac.ac.id/index.php/iijse/article/view/5712 |
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| author | Ulfa Chusnia Wahyunita Dwi Sukma Donoriyanto |
| author_facet | Ulfa Chusnia Wahyunita Dwi Sukma Donoriyanto |
| author_sort | Ulfa Chusnia Wahyunita |
| collection | DOAJ |
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BPR XYZ is a banking company engaged in savings, deposit, and loan services. In providing services to customers, its employees follow service standards established by the company. However, in reality, there are still many complaints from customers. Therefore, it is necessary to measure the quality of the services provided to determine whether they meet customer expectations and identify areas for improvement. This must be addressed immediately if the company wishes to remain competitive. This study will use the Service Quality (Servqual) method to address the issues faced. The Servqual method is used to measure the quality of service based on attributes of each dimension, resulting in a gap value that indicates the difference between consumer perceptions of the services received and their expectations of what should be received. This study evaluates 21 attributes, covering both service and product attributes offered. The results show that 12 attributes exceed customer expectations, including strategic location, availability of queue numbers, appropriate operating hours, clear and easy-to-understand information, assistance from officers when customers face issues, trustworthiness, the bank’s ability to ensure customer data security, confidentiality of customer data, non-discrimination, and understanding of customer needs. However, there are still 9 attributes below customer expectations, including the comfort of the waiting room, sufficient parking area, ease of transactions, reliability in resolving customer issues, waiting time, service speed, responsiveness to customer complaints, politeness in service, and the overall impression given to customers by the service provided.
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| format | Article |
| id | doaj-art-3d1b68bb451c492b963fee9f887d5b6e |
| institution | Kabale University |
| issn | 2621-606X |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Universitas KH Abdul Chalim, Prodi Ekonomi Syariah |
| record_format | Article |
| series | Indonesian Interdisciplinary Journal of Sharia Economics |
| spelling | doaj-art-3d1b68bb451c492b963fee9f887d5b6e2025-01-08T16:02:43ZengUniversitas KH Abdul Chalim, Prodi Ekonomi SyariahIndonesian Interdisciplinary Journal of Sharia Economics2621-606X2025-01-018110.31538/iijse.v8i1.5712Service Quality Analysis of BPR XYZUlfa Chusnia Wahyunita0Dwi Sukma Donoriyanto1Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya, IndonesiaUniversitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya, Indonesia BPR XYZ is a banking company engaged in savings, deposit, and loan services. In providing services to customers, its employees follow service standards established by the company. However, in reality, there are still many complaints from customers. Therefore, it is necessary to measure the quality of the services provided to determine whether they meet customer expectations and identify areas for improvement. This must be addressed immediately if the company wishes to remain competitive. This study will use the Service Quality (Servqual) method to address the issues faced. The Servqual method is used to measure the quality of service based on attributes of each dimension, resulting in a gap value that indicates the difference between consumer perceptions of the services received and their expectations of what should be received. This study evaluates 21 attributes, covering both service and product attributes offered. The results show that 12 attributes exceed customer expectations, including strategic location, availability of queue numbers, appropriate operating hours, clear and easy-to-understand information, assistance from officers when customers face issues, trustworthiness, the bank’s ability to ensure customer data security, confidentiality of customer data, non-discrimination, and understanding of customer needs. However, there are still 9 attributes below customer expectations, including the comfort of the waiting room, sufficient parking area, ease of transactions, reliability in resolving customer issues, waiting time, service speed, responsiveness to customer complaints, politeness in service, and the overall impression given to customers by the service provided. https://e-journal.uac.ac.id/index.php/iijse/article/view/5712Banking, Customer Satisfaction, Service Quality |
| spellingShingle | Ulfa Chusnia Wahyunita Dwi Sukma Donoriyanto Service Quality Analysis of BPR XYZ Indonesian Interdisciplinary Journal of Sharia Economics Banking, Customer Satisfaction, Service Quality |
| title | Service Quality Analysis of BPR XYZ |
| title_full | Service Quality Analysis of BPR XYZ |
| title_fullStr | Service Quality Analysis of BPR XYZ |
| title_full_unstemmed | Service Quality Analysis of BPR XYZ |
| title_short | Service Quality Analysis of BPR XYZ |
| title_sort | service quality analysis of bpr xyz |
| topic | Banking, Customer Satisfaction, Service Quality |
| url | https://e-journal.uac.ac.id/index.php/iijse/article/view/5712 |
| work_keys_str_mv | AT ulfachusniawahyunita servicequalityanalysisofbprxyz AT dwisukmadonoriyanto servicequalityanalysisofbprxyz |