TINGKAT KEPUASAN NASABAH ATAS KUALITAS LAYANAN NASABAH MENGGUNAKAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS) (STUDI PADA BCA KCP SUARI SEMARANG)

Abstract

The study examines the effect of service quality on customer satisfaction. This research was conducted at Branch Office of PT. Bank Central Asia, Tbk on Suari Street, Semarang City. The sampling method used Slovin’s method with the observation period from 2014 to 2016. Relationship and (or) influence between variable is described by using IPA (Importance Performance Analysis) The results showed that service quality has positive effect and significant to the customer satisfaction.

 Keywords : Service Quality, Customer Satisfaction.

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