2017 : ANALISIS KEPUASAN NASABAH DENGAN METODA SER VQUAL GUNA MENINGKATKAN KUALITAS PELAYANAN PERBANKAN DI PT BANK XYZ Tbk. KANTOR CABANG KEDIRI
Ir. Bobby Oedy Pramoedyo S. MSc., Ph.D.
Globalization and technological advancement and the resulting high market competitiveness is giving prominence to the issue of the quality of customer service in the service industry sector, leaving practitioners in the sector with no choice but to properly address the issue in order to be competitive. Consequently, assessing customer service quality in the financial service industry such as bank is vital in determining the standard expected of