#TITLE_ALTERNATIVE#

• Main Author: Setia Aji (NIM 281 99 075), Bambam
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5828
• Institution: Institut Teknologi Bandung

Abstract:<br /><br /><br /> The development of banking world is increasingly rapid, claiming every component in it to constantly make steady the position in order that be firm in a competition level thet is increasingly tight.<br /><br /><br /> As a largest banking institution in Indonesia, Bank Central Asia (BCA) has been tested in its reliability and reputation. With the number of branch offices is 800 companied with 7.7 million customers personally and 300 thousand customers of companies, then the control and supervision is an important things for the process of service quality standardization.<br /><br /><br /> When the BCAs service quality in a place is not suitable with the customer's hope or expectation, then this simple thing if it is'nt immediately anticipated it will damage BCAs reputation.<br /><br /><br /> BCA Capem X for example, with increasingly many complaints of the customers for the provided service quality, to trigger them to improve themselves in improving their service quality. In addition, BCA Capem X conducts a benchmarking with BCAs office in the same class, that is BCA Capem A, Capem B, and Capem C, Located at least near each other.<br /><br /><br /> From 200 questionnaires distributed to the BCAs customers there are only 93 questionnaires meeting the established requirements, that is ever in transaction or know the service quality at the four BCAs offices surveyed. Of 33 attributes measured with Greens Successive Categories method, it can be obtained 16 attributes of service quality perceived not yet satisfy the customers. The gap gas been overcome by Quality Function Deployment method.<br /><br /><br /> After that of the three BCAs Capem A, B, and C, it has been made a service standardizaton average of the service quality attributes and made a reference of service quality improvement for BCA Capem X. This is Selected because the quality is valuated to be not too far with the cuctomer's desire generally.