An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia

Dedy Ansari Harahap, Ratih Hurriyati, Disman, Vanessa Gaffar, Dita Amanah

2018

Abstract

Increasingly complex challenges in the banking industry and the rapid advancement of information technology, encourage the banking industry to respond quickly to fulfill customer needs by providing safe and quality banking products and services. This study aims to measure and determine the service quality of PT. BNI (Persero) Tbk, USU Medan. This study is a descriptive quantitative research with the sample of 120 respondents and analyzed statistically using Importance Performance Analysis (IPA) and Gap Analysis (GAP). The results showed the service quality with the IPA method was very good with the level of performance is 80.40%, while the GAP method obtained from the whole instrument is -0.95, which indicates that the service quality is good. This article provides guidelines that every bank must continuously improve its service to customers thus customers feel satisfied and do not switch to another bank. Service quality is important in order to attract customers become loyal to the bank.

Paper Citation

in Harvard Style

Ansari Harahap D., Hurriyati R., Disman., Gaffar V. and Amanah D. (2018). An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia.In Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC, ISBN 978-989-758-387-2, pages 161-168. DOI: 10.5220/0008437901610168

in Bibtex Style

@conference{seabc18,
author={Dedy Ansari Harahap and Ratih Hurriyati and Disman and Vanessa Gaffar and Dita Amanah},
title={An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia},
booktitle={Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC,},
year={2018},
pages={161-168},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008437901610168},
isbn={978-989-758-387-2},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th Sriwijaya Economics, Accounting, and Business Conference - Volume 1: SEABC,
TI - An Analysis of Service Quality using Importance Performance Analysis and Gap Analysis at a Commercial Banks in Indonesia
SN - 978-989-758-387-2
AU - Ansari Harahap D.
AU - Hurriyati R.
AU - Disman.
AU - Gaffar V.
AU - Amanah D.
PY - 2018
SP - 161
EP - 168
DO - 10.5220/0008437901610168