GAP HARAPAN NASABAH DENGAN PERSEPSI MANAJEMEN ATAS KUALITAS LAYANAN
Abstract: The purposes oh this
research are to examine the existance of gap between the expectation of
customesr and the perception of management on the service quality at the DSP
Bank in Jember regency. The questionnaire was used as the research instrument.
The service quality dimentions examined in this reseach are tangibles,
reliability, reponsiveness, assurance, and emphaty. The population of this
research is all customer DSP Bank and all employee DSP Bank in Jember regency.
The total sample size was 120 respondents (99 are customer and 21 are
employee). The models of analysis used in the research are gap analysis and
Mann-Whitney test. The results of analysis show that the expectation of customer on the quality of
service at the DSP Bank in Jember regency for the dimentions of tangibles and
emphaty on average is higher than the
perception management. Whereas for the dimentions of reliability,
responsiveness, and assurance on average is lower higher than the perception management. The results
of significancy test with Mann-Whitney test suggest that research hypothesis
for the dimention of reliability, responsiveness and assurance in accepted.
This means there is a gap between customer expectation and the management
perception. Whereas research hypothesis for the domentions of tangibles and
emphaty in rejected. This means there is not is a gap between customer
expectation and the management perception.
Key words: customer expectation on the service quality, management
perception, dimentions of service quality
Penulis: Mohamad dimyati
Kode Jurnal: jpakuntansidd150530
