![](bg7.png)
approach is conceptually interesting and
operationally useful.
A brief description of the 22 items in the tested
questionnaire provides a better understanding of gap
analysis, so that it can be concluded; 1) The level of
conformity through the Importance Performance
Analysis (IPA) method shows that BNI's service
quality performance is 80.40%. Means the service is
appropriate and customer assessment is very good. 2)
The level of gap through Gap Analysis (GAP) shows
that the level of BNI service quality gap is -0.95. This
is good according to customers. 3) Attributes that are
considered important and have excellent service
quality performance for bank customers are tangible,
reliability and assurance while responsiveness and
empathy are considered good by customers.
Customers expect high quality in service but
actual customer satisfaction is low. So this can be a
key for BNI to improve the quality of services. For
example, BNI is responsive in providing assistance to
customers. Concisely, this research contributes to
understanding important issues related to the quality
of bank services and provides some useful managerial
insights for bank.
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