Oktavianisa, Rd. Rianda (2024) ANALISIS PENERAPAN DIMENSI KUALITAS PELAYANAN (TANGIBLES, EMPHATY, RESPONSIVENESS, RELIABILITY, ASSURANCE) PADA PT. BPR BERKAH PANDEGLANG. D3 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to determine the Analysis of the Implementation of Service Quality Dimensions on the aspects of Tangibles, Empathy, Responsiveness, Reliability, Assurance in customer service at PT. Bank BPR BERKAH Pandeglang. The writing method used is a descriptive method, using the type of data collected through primary data obtained through questionnaire results, and interviews with informants. While secondary data is obtained directly from several sources from books, research journals, article journals, and the internet. Data collection in this Final Assignment uses observation, interviews, literature, and documentation. The results of this final assignment show that the analysis of the Implementation of Service Quality Dimensions on the aspects of Tangibles, Empathy, Responsiveness, Reliability, Assurance in customer service at PT. Bank BPR BERKAH Pandeglang, is very good, according to the results of the questionnaire obtained by customers of PT. Bank BPR BERKAH, Improving service quality is one of the important points as an effort to develop PT. Bank BPR BERKAH Pandeglang services.
| Item Type: | Thesis (D3) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui Analisis Penerapan Dimensi Kualitas Pelayanan pada aspek Tangibles, Emphaty, Responsiveness, Reliabilit, Assurance dalam pelayanan nasabah pada PT. Bank BPR BERKAH Pandeglang. Metode Penulisan yang digunakan adalah metode deskriptif, dengan menggunakan jenis data yang dikumpulkan melalui data primer yang didapatkan melalui hasil kuisioner, dan wawancara pada narasumber. Sedangkan data sekunder diperoleh secara langsung dari beberapa sumber dari buku, jurnal penelitian, jurnal artikel, dan internet. Pengumpulan data pada Tugas Akhir ini mengunakan observasi, wawancara, kepustakaan, dan dokumentasi. Hasil dari tugas akhir ini memperlihatkan bahwa analisis Penerapan Dimensi Kualitas Pelayanan pada aspek Tangibles, Emphaty, Responsiveness, Reliabilit, Assurance dalam pelayanan nasabah pada PT. Bank BPR BERKAH Pandeglang, sudah sangat baik, sesuai dengan hasil kuisioner yang didapatkan oleh nasabah PT. Bank BPR BERKAH, Peningkatan kualitas layanan menjadi salah satu poin penting sebagai upaya pengembangan pelayanan PT. Bank BPR BERKAH Pandeglang. | |||||||||
| Uncontrolled Keywords: | Customer Service Quality. Kualitas Pelayanan Nasabah. | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance Communication > Communication (General) |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Diploma III Marketing |
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| Depositing User: | Mrs Rd Rianda Oktavianisa | |||||||||
| Date Deposited: | 07 May 2025 07:30 | |||||||||
| Last Modified: | 07 May 2025 07:30 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/48575 |
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