Tiara Novida Sandriana, . (2025) ANALISIS FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA PT BANK RAKYAT INDONESIA, TBK. UNIT PEJATEN BARAT. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Banking plays a vital role in a country's economy, making service quality a crucial element in maintaining customer satisfaction and loyalty. This study aims to explore the various elements that influence service quality at PT Bank Rakyat Indonesia (Persero) Tbk., Pejaten Barat Unit. The method used in this study was a questionnaire survey, the primary tool for collecting primary data from respondents. The findings indicate that customers rate the service quality at BRI Pejaten Barat Unit as good to very satisfactory, with an average score of over 3.50 across the five SERVQUAL dimensions (Tangibles, Empathy, Responsiveness, Reliability, and Assurance). The Tangibles and Empathy dimensions received the highest scores (mean=3.65), confirming that adequate physical facilities and empathetic employee attitudes are the most influential factors in customer satisfaction. Conversely, Responsiveness received the lowest score (mean = 3.565), indicating the need to improve the speed and accuracy of service. Overall, service quality at BRI Pejaten Barat Unit was deemed satisfactory, although ongoing evaluation and strengthening of several aspects are still needed to maintain a competitive advantage in the banking sector.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2210101033] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Wahyudi] [Ketua Penguji : Kery Utami] |
| Uncontrolled Keywords: | Banking, Service Quality, Bank Rakyat Indonesia, SERVQUAL, Customer Satisfaction. |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | TIARA NOVIDA SANDRIANA |
| Date Deposited: | 06 May 2026 02:52 |
| Last Modified: | 06 May 2026 02:52 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41037 |
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