#TITLE_ALTERNATIVE#

• Main Author: H. Mangundjaya (NIM 19004112), Krishna
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6363
• Institution: Institut Teknologi Bandung

ABSTRACT: <br /> <br /> <br /> <br /> Banking industry in Indonesia has been developing very vastly since last century, for instance BRI has developed more than 120 years ago and BNI founded more than 60 years ago. Both banks are state owned and the eldest banks in Indonesia, so that these are categorized as one of the bank pioneers in Indonesia. Services is the most important factor for their success, as services is their core activities. However, providing good service is not easy as providing bank facilities. Good service needs more attention in the skills of banks employee that creating the convenience of the customers in doing transactions. Based on this condition, the objectives of this study is to compare the service quality between Bank BNI and Bank BRI using SERVQUAL, in order to identify which dimension (Reliability, Assurance, Tangible, Empathy, and Responsiveness) is needed to be improved in the two Banks as well as which dimension is the most important aspects from the customers perception and find ways to close the gaps in order to satisfy their customers. <br /> <br /> <br /> <br /> The respondents participated in this study were 80 people (40 respondents for each Bank) with the sampling technique using the incidental technique, and the characteristics of respondent was minimum one year as the customer of the bank. The results of the study shows that Bank BNI has better SERVQUAL scores than Bank BRI. <br /> <br /> <br /> <br /> Based on the findings, it can be said that both banks have to improve themselves in the area of service quality in order to become one of the bank with great service quality reputation.