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"Perbankan syariah merupakan salah satu instrumen keuangan syariah yang banyak digunakan oleh masyarakat Indonesia. Banyak penelitian terdahulu yang menjelaskan tentang kualitas layanan yang ada dalam perbankan syariah. Penelitian ini menggunakan dimensi yang terdapat dalam CARTER model untuk menganalisis kualitas layanan yang ada dalam perbankan syariah. Penelitian ini mengumpulkan data sebanyak 200 responden yang selanjutnya diolah menggunakan aplikasi Lisrel 8.8. Dalam penelitian ini ditemukan bahwa service quality memiliki hubungan yang signifikan terhadap customer satisfaction dan attitudinal loyalty secara tidak langsung. Selain itu juga, variabel customer satisfaction juga memiliki hubungan yang signifikan terhadap attitudinal loyalty serta berhasil menjadi variabel mediasi antara hubungan service quality dengan attitudinal loyalty. Peneliti juga menemukan bahwa religiosity dapat menjadi variabel moderasi yang tepat untuk menambah kekuatan hubungan antara customer satisfaction dan attitudinal loyalty naasabah pada perbankan syariah

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Islamic banking is one of the Islamic financial instruments that is widely used by the people of Indonesia. Many previous studies have described the quality of services in Islamic banking. This study uses the dimensions contained in the CARTER model to analyze the quality of services in Islamic banking. This study collected data of 200 respondents which was then processed using the Lisrel 8.8 application. In this study it was found that service quality has a significant relationship with customer satisfaction and attitudinal loyalty indirectly. In addition, the customer satisfaction variable also has a significant relationship to attitudinal loyalty and has succeeded in being a mediating variable between the relationship between service quality and attitudinal loyalty. Researchers also found that religiosity can be the right moderating variable to increase the strength of the relationship between customer satisfaction and attitudinal loyalty of customers to Islamic banking."

"Laporan magang ini membahas mengenai service excellence dan pengukuran kualitas layanan Bank EFG. Analisis pengukuran dibagi menjadi analisis terhadap ukuran dan cara pengukuran kualitas layanan baik secara internal maupun eksternal. Secara umum service excellence dan jiwa layanan Bank EFG telah mengandung prinsip total quality management (Besterfield, 2004) dan mencakup dimensi-dimensi kualitas layanan atau jasa (Parasuraman, Zeithaml & Berry, 1988).Ukuran yang digunakan dalam menilai kualitas layanan Bank EFG juga telah memenuhi dimensi kualitas layanan. Cara pengukuran kualitas layanan Bank EFG secara internal dilakukan melalui pengukuran cabang reguler dan prioritas, dan pengukuran implementasi jiwa layanan pada Direktorat Teknologi dan Operasi. Sedangkan pengukuran secara eksternal dilakukan melalui survei industri atau Bank Service Excellence Monitoring oleh Marketing Research Indonesia.

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This internship report describes service excellence and quality measurement of Bank EFG.The measurement analysis is divided into measurement analysis and how to measure service quality internally and externally. Overall, service excellence and service statement of Bank EFG cover the total quality management principles (Besterfield, 2004) and service quality dimension (Parasuraman, Zeithaml & Berry, 1988). The measurement that used to measure service quality also cover the service quality dimension. The internal service quality measurement of Bank EFG conducted by measure the priority and regular branch, and measure the implementation of service statement in Technology and Operational Directory. The external service quality measurement conducted by identifiy the result of Bank Service Excellence Monitoring that held by Marketing Research Indonesia."

"Covid 19 membawa perubahan pada kebiasaan masyarakat dalam melakukan transaksi tidak terkecuali pada Bank Syariah Indonesia (BSI). Dengan demikian BSI dituntut untuk bisa melakukan adaptasi dengan perkembangan teknologi agar menjadi daya tarik tersendiri oleh nasabah dalam memenuhi kebutuhan dikala pandemi. Salah satu aspek yang perlu disorot dalam melakukan inovasi pada perkembangan teknologi adalah mobile. Model E-Service Quality yang dikembangkan oleh Blut (2016) digunakan pada penelitian kali ini, bertujuan untuk mengetahui pengaruh variabel dari E-SERVQUAL terhadap kepuasan dan loyalitas nasabah, serta komparasi antara E-SERVQUAL BSI dan Bank Negara Indonesia (BNI). Pada sisi lain, analisis skala prioritas juga digunakan untuk mengetahui dimensi apa saja yang perlu diprioritaskan oleh BSI dalam upaya meningkatkan kualitas layanan elektronik. Responden terdiri dari 214 pengguna BSI dan 240 pengguna BNI. Hasil dari penelitian menggunakan metode analisis PLS-SEM pada pengguna BSI dan BNI menunjukkan bahwa dimensi E-SERVQUAL berpengaruh signifikan terhadap kepuasaan dan loyalitas nasabah. Selain hal tersebut, jika dikomparasikan dengan BNI menggunakan uji Mann Whitney Test, diketahui bahwa BSI kalah secara signifikan pada semua dimensi kecuali the importance of sharia feature. Oleh sebab itu, dimensi-dimensi tersebut perlu ditingkatkan lagi agar dapat menciptakan loyalitas konsumen dan bersaing dengan bank lainnya.

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Covid 19 brought changes to people's habits in conducting transactions, including Bank Syariah Indonesia (BSI). Thus, BSI is required to be able to adapt to technological developments so that it becomes a special attraction for customers in meeting needs during the pandemic. One aspect that needs to be highlighted in making innovations in technological developments is mobile. The E-Service Quality model developed by Blut (2016) is used in this study, aiming to determine the effect of the variables from E-SERVQUAL on customer satisfaction and loyalty, as well as the comparison between E-SERVQUAL BSI and Bank Negara Indonesia (BNI). On the other hand, priority scale analysis is also used to find out what dimensions need to be prioritized by BSI in an effort to improve the quality of electronic services. Respondents consisted of 214 BSI users and 240 BNI users. The results of the study using the PLS-SEM analysis method on BSI and BNI users showed that the E-SERVQUAL dimension had a significant effect on customer satisfaction and loyalty. In addition to this, when compared with BNI using the Mann Whitney Test, it is known that BSI loses significantly on all dimensions except the importance of sharia feature. Therefore, these dimensions need to be improved again in order to create consumer loyalty and compete with other banks."

"Penelitian ini bertujuan untuk mengetahui kualitas implementasi Islamic Corporate Governance pada Bank Syariah di Indonesia. Sampel yang digunakan adalah laporan tahunan dari 11 (sebelas) Bank Umum Syariah di Indonesia dengan periode laporan dari tahun 2014 sampai dengan tahun 2017. Metode pengukuran yang digunakan adalah Islamic Corporate Governance Index (ICGI) yang dikeluarkan oleh Organisasi Internasional CIBAFI dan The World Bank. Hasil penelitian menunjukkan bahwa skor rata-rata ICGI yang diperoleh Bank Umum Syariah selama 4 tahun sebesar 78,16% dengan skor rata-rata tertinggi diperoleh Bank Syariah Mandiri dan skor rata-rata terendah diperoleh Bank Syariah Bukopin. Skor rata-rata ICGI menunjukkan peningkatan setiap tahunnya. Hasil penelitian juga menunjukkan bahwa skor rata-rata ICGI untuk Bank Umum Syariah yang sudah beroperasi lebih dari 10 (sepuluh) tahun lebih tinggi daripada Bank Umum Syariah yang beroperasi kurang dari 10 (sepuluh) tahun. Sementara itu, komponen pengendalian internal dan audit eksternal cenderung kuat. Sedangkan komponen dewan komite cenderung lemah

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This study aims to determine the quality of Islamic Corporate Governance implementation on Islamic Bank in Indonesia. The data used is the annual report of 11 (eleven) Islamic Commercial Banks in Indonesia with reporting period from 2014 to 2017. The measurement method used is the Islamic Corporate Governance Index (ICGI) issued by the International Organization of CIBAFI and The World Bank. The result showed that the average score of ICGI for Islamic Banks amounted to 78.16% with the highest average score for Bank Syariah Mandiri and the lowest average score for Bank Syariah Bukopin. ICGI average score shows an increase in every year. The result also show that the average ICGI scores for Islamic Banks that have been operating for more than 10 (ten) years are higher than Islamic Banks which is operating for less than 10 (ten) years. Meanwhile, internal control and external audit component is found to be strong. On the other hand, the committee board component tend to be weak.

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"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."

"Penelitian ini dilakukan untuk mengetahui pengaruh banking service quality terhadap tingkat kepuasan nasabah dalam meningkatkan word of mouth pada Bank Syariah Mandiri dan melihat dimensi kualiatas pelayanan yang mana yang memiliki kontribusi yang besar dalam menciptakan kepuasan nasabah dan word of mouth. Data yang digunakan dalam penelitian ini bersifat primer yang diperoleh melalui survei lapangan dengan menggunakan kuesioner dan convinience sample dari nasabah pendanaan Bank Syariah Mandiri sebanyak 217 responden. Terdapat enam buah variabel-variabel dari Banking service quality yang digunakan yaitu keefektifan dan jaminan (effectiveness and assurance), akses (access), harga (price), keterwujudan (tangible), potofolio jasa (service portofolio) dan kehandalan (reliability) berdasarkan penelitian yang dilakukan oleh Bahia dan Nantel (2000). Data diolah mengunakan structural equation model dan menggunakan software Amos. Hasil dari penelitian ini menemukan bahwa seluruh dimensi banking service quality mempunyai pengaruh positif terhadap kepuasan nasabah dan kepuasan nasabah sangat berpengaruh terhadap word of mouth. Penelitian juga membuktikan terdapat pengaruh langsung beberapa dimensi dalam banking service quality terhadap word of mouth. Penelitian ini memberikan gambaran bahwa walaupun Bank Syariah Mandiri telah memperoleh dua kali penghargaan The Word of Mouth Marketing Award (WOMMA) berturutturut tahun 2009 dan 2010 yang diberikan oleh majalah SWAsembada namun masih terdapat dimensi-dimensi dalam banking service quality-nya yang tidak mempunyai pengaruh langsung terhadap word of mouth. Untuk itu diharapkan dimasa yang akan datang pihak Bank Syariah Mandiri dapat meningkatkan kualitas pelayanan guna memaksimalkan pengaruh word of mouth untuk mempengaruhi dan merekomendasikan orang lain menjadi nasabah di Bank Syariah Mandiri.

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The research was conducted to determine the effect of banking service quality to customer satisfaction levels in increasing word of mouth at Bank Syariah Mandiri and see the dimensions of quality of the service which has greatly contributed in creating customer satisfaction and word of mouth. The data used in this study are of primary acquired through field survey using a questionnaire and convinience sample of customers of Bank Syariah Mandiri funding as much as 217 respondents. There are six variables of Banking service quality and effectiveness of the use of collateral (effectiveness and assurance), access (access), price (price), keterwujudan (tangible), potofolio services (service portfolio) and reliability (reliability) based on research by Bahia and Nantel (2000). Data is processed using a structural equation model and using the software Amos.

The results of this study found that the entire banking service quality dimensions have a positive impact on customer satisfaction and customer satisfaction is very influential on word of mouth. Research also proves there is a direct influence some dimensions of service quality in banking on word of mouth. This study illustrates that although the Bank Syariah Mandiri has acquired two times the award of The Word of Mouth Marketing Award (WOMMA) respectively in 2009 and 2010 provided by Self magazine, but there are dimensions in its banking service quality that do not have direct influence on word of mouth. For that is expected in the future the Bank Syariah Mandiri can improve the quality of care in order to maximize the effect of word of mouth to influence and recommend others to become customers at Bank Syariah Mandiri."

"Bank Syariah Indonesia (BSI) merupakan badan hukum hasil merger atau penggabungan dari 3 (tiga) Bank Syariah, yaitu Bank Syariah Mandiri, Bank BNI Syariah dan Bank BRI Syariah. Dalam dunia perbankan syariah, akad yang paling banyak diminati nasabah debitur adalah akad pembiayaan murabahah, yang merupakan salah satu jenis transaksi yang digunakan bank syariah dalam menyalurkan produk pembiayaan. Pasca terjadinya merger, terdapat hak-hak dan kewajiban-kewajiban yang beralih dan harus dilanjutkan oleh Bank Syariah Indonesia terhadap nasabah debitur sebelum dilakukan merger. Bagaimana akibat hukum dan bentuk perlindungan hukum terhadap nasabah debitur dalam akad murabahah tersebut sesudah terjadinya merger merupakan pokok masalah dari penelitian ini. Metode penelitian dalam penulisan ini menggunakan metode penelitian yuridis normatif dan menggunakan tipologi penelitian kualitatif. Kesimpulan dari analisis penelitian ini, akibat hukum terhadap peralihan status akad, jaminan dan resiko gagal bayar terhadap akad murabahah tersebut setelah dilakukannya merger Bank Syariah mengakibatkan aktiva dan pasiva beralih karena hukum sehingga tidak dibutuhkan akta peralihan untuk mengalihkan hak dan kewajiban tersebut. Perlindungan hukum yang diberikan kepada nasabah adalah perlindungan hukum Preventif dengan cara melakukan pembinaan kepada nasabah dan perlindungan represif melakukan penindakan dan pemberian sanksi sesuai dengan Undang-Undang yang mengatur.

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Bank Syariah Indonesia (BSI) is a legal entity resulting from a merger or amalgamation of 3 (three) Syariah Banks, namely Bank Syariah Mandiri, Bank BNI Syariah and Bank BRI Syariah. In the world of Islamic banking, the contract that is most in demand by debtor customers is a murabahah financing agreement, which is one type of transaction used by Islamic banks in distributing financing products. After the merger occurs, there are rights and obligations that are transferred and must be continued by the debtor's Indonesian Sharia Bank before the merger is carried out. What are the legal consequences and forms of legal protection for debtor customers in the murabahah contract prior to the merger, which is the main problem of this research. The method that the author uses in this thesis is a normative legal research method and using a qualitative research typology. The conclusion of this research analysis, the legal consequences of the transfer of contract status, guarantees and the risk of default on the murabahah contract after the merger of Sharia Banks resulted in assets and pasiva being transferred due to the law so that no deed of transition was needed to transfer these rights and obligations. The legal protection provided to customers is Preventive legal protection by providing guidance to customers and repressive protection in carrying out enforcement and sanctions in accordance with the governing law."

"Peran Lembaga Keuangan Mikro di era Otonomi daerah semakin penting. Untuk itu Iembaga keuangan mikro perlu berinovasi guna mengantisipasi peluang bisnis yang semakin terbuka, khususnya dalam hal peningkatan aksesibllitas dan pelayan produk / jasa.Penelitian ini dimaksud menganalisis manajemen pemasaran jasa khususnya pelayanan nasabah disektor kredit mikro yang berada diperusahaan Bank Rakyat Indonesia(BRI) khususnya Unit mikro. Dalam hal ini menggunakan analisis penukuran service quality dengan menggunakan 5 karakteristik yang kemudian dikembangkan dengan analisis gap yang terjadi dalam manajemen perusahaan dan persepsi dengan harapan pelanggan selanjulnya dikembangkan dengan mencari format kepuasan pelanggan yang diharapkan bisa menjadi pelanggan yang loyal. Dari hubungan antara perusahan dan pelanggan penulis menggunakan konsep Customer Relationship Management (CRM) yang fungsinya untuk mengembagkan jaringan antara pelanggan dan perusahaan, mempertahankan pelanggan dengan memberikan fasilitas kemudahan pelayanan baik berupada Internet, database pelanggan dan komunikasi Iain yang diharapkan pelanggan/nasabah bisa puas dengan pelayanan perusahaan, selanjutnya bisa loyal dan menjadi nasabah BRI kembali dan harapan akhir dari konsep ini adalah untuk menambah Iaba perusahaan.Lembaga keuangan mikro mempunyai peran besar dalam menumbuhkan calon-calon pengusaha khususnya pelaku usaha mikro, kecil dan menengah, meningkatkan produktivitas usaha kecil masyarakat pedesan/perkotaan, Serta menunjang program pemerintah dalam mengentaskan kemiskinan. BRI Unit sebagai bagian dari Lembaga Keuangan Mikro yang ada sudah memiliki 4000 Iebih kantor seluruh pelosok Indonesia. Dalam beberapa hal pengembangan Iembaga keuangan mikro perlu menerapkan prinsip-prinsip komersial / bisnis yang dianut oleh BRI Unit seperti:Keuletan berusaha ini juga bisa dibuktlkan dengan adanya krisis ekonomi yang melanda Indonesia sejak tahun 1997, dimana banyak pengusaha menengah dan besar yang gulung tikar, tetapi para pengusaha kecil di pedesaan usahanya tetap berjalan dan bahkan terus berkembang dan hal ini dapat pula dilihat dari pertumbuhan assets Lembaga Keuangan Mikro yang dibawah pembinaan BRI seperti BRI Unit pada waktu sebelum krisis tahun 1996 sampai dengan akhir tahun 2002.Melihat kinerja BRI selama ini, nampak bahwa pertumbuhan assets dan jumlah orang yang mendapatkan bantuan permodalan maupun jumlah pinjaman yang disalurkan terus meningkat. Hal tersebut menunjukkan bahwa potensi pembentukan lembaga keuangan mikro di pedesaan/kota sangat besar.Bank BRI sebagai bank yang berfokus kepada keuangan mikro siap melayani sepenuh hati dan diharapkan bisa meningkatkan kepuasan nasabah khususnya di sektor kredit mikro dan kemudian menciptakan Ioyalitas pelaku UMKM.

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Role of Micro Financial Institution Autonomous era important area progressively. For that micro financial institution require to innovate to utilize to anticipate opportunity of business of which open progressively, specially in the case of make-up of accessibilities and steward of service product.

This such research analyzes management marketing of service specially service of client micro credit sector which reside in company of Bank Rakyat Indonesia (BRI) specially micro Unit. In this case use analysis measurement of quality service by using 5 characteristic which then developed with gap analysis that happened in company management and perception on the chance of client hereinafter developed with searching format satisfaction of expected client can become client which loyal. Of relation between take caring and client of writer use concept of Customer Relationship Management (CRM) which its function to develop network between client and company, maintaining client by giving facility amenity of service of goodness of trying internet, client database and other communications which expected client / client can satisfy with service of company, hereinafter can loyal and become client of BRI return and expectation of[is end of this concept is to add profit of company.

Micro financial institution have big role in grow entrepreneur candidates specially perpetrator of micro effort, middle and small, improving rural society small industry productivity / urban, and also support governmental program in poorness abolishing. BRI Unit as part of existing Micro Financial Institution have owned 4000 more office entire/all area of Indonesia in some cases development of micro financial institution need commercial principal applying/ business embraced by BRI Unit like:

Resilient try this also can be proved with existence of economic crisis which knock over Indonesia since year 1997, where many big and middle entrepreneur closing down, but [all] small entrepreneur is rural its effort remain to walk and even continue to expand and this matter earn also seen from growth of Micro Financial Institution asset there under construction of BRI like BRI Unit when before year crisis 1996 up to year-end 2002.

See performance of BRI during the time, look that growth of amount and asset one who get capital aid and also channeled Ioan amount increasing. The mentioned indicate that potency forming of micro financial institution is rural / town very big.

Bank of BRI as bank which focusing to micro finance ready to helper with full-heart and expected can improve satisfaction of client specially micro credit sector and then create loyalties perpetrator of UMKM."

"Penelitian ini bertujuan untuk mengetahui pengaruh literasi keuangan syariah dan religiusitas melalui platform media sosial instagram terhadap keputusan nasabah generasi z dan generasi milenial untuk menggunakan produk perbankan syariah. Model AIDA digunakan untuk menggambarkan proses keputusan nasabah menggunakan produk perbankan syariah. Penelitian ini menggunakan analisis data primer melalui penyebaran kuesioner kepada 136 responden. Metode analisis data yang digunakan yaitu uji one sample t-test dan regresi linier berganda. Penelitian ini menghasilkan bahwa literasi keuangan syariah mempunyai pengaruh signifikan dalam mempengaruhi nasabah untuk menggunakan produk perbankan syariah melalui platform media sosial instagram, sedangkan variabel religiusitas tidak berpengaruh signifikan. Penelitian ini juga menghasilkan bahwa media sosial instagram mempunyai efektivitas yang tinggi dalam mempengaruhi awareness, interest, dan desire generasi z dan milenial untuk menggunakan produk perbankan syariah, sedangkan pada tahap action mempunyai efektivitas sedang.

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This study aims to determine the effect of Islamic financial literacy and religiosity through the Instagram social media platform on the decisions of generation Z and millennial customers to use Islamic banking products. The AIDA model is used to describe the customer's decision process to use Islamic banking products. This study used primary data analysis by distributing questionnaires to 136 respondents. The data analysis method used is the one sample t-test and multiple linear regression. This study resulted that Islamic financial literacy has a significant influence in influencing customers to use Islamic banking products through the Instagram social media platform, while the religiosity variable has no significant effect. This study also found that Instagram social media has high effectiveness in influencing awareness, interest, and the desire of the Z generation and millennials to use Islamic banking products, while the action stage has moderate effectiveness."

"Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan kepada Nasabah Bank BTN khususnya Bank BTN Bekasi. Selain itu, penelitian ini difokuskan pada analisis Kualitas Pelayanan Bank BTN kepada konsumen dengan tujuan untuk mengidentifikasi dimensi kualitas pelayanan yang paling kuat memberikan kepuasan pada nasabahnya. Sampling dalam penelitian ini adalah nasabah-nasabah Bank BTN Bekasi baik nasabah simpanan dana maupun nasabah kredit. Bank BTN merupakan salah satu Bank milik pemerintah yang dikenal orang sebagai Bank penyalur kredit perumahan. Namun disisi lain, produk-produk simpanan Bank BTN juga menyajikan berbagai promo dan layanan yang bersaing dengan bank lain. Bank BTN Bekasi merupakan salah satu cabang terbesar yang dimiliki Bank BTN dengan asset ketiga terbesar diantara cabang yang lainnya. Penelitian ini mengambil sampling Bank BTN Bekasi dan melibatkan 100 orang nasabah sebagai subyek penelitian yang diambil secara random. Data hasil persepsi dan harapan dari para nasabah dikumpulkan melalui kuisioner. Selanjutnya, data yang diperoleh dianalisis dengan menggunakan analisis model SERVQUAL dan dimensi model CARTER yang digagas oleh Othman. Adapun pengukuran Kualitas Pelayanan menggunakan dimensi: Compliance, Assurance, Responsiveness, Tangible, emphaty, dan Reliability. Gap (kesenjangan) yang terjadi dianalisis berdasarkan perceived expected dan perceived experience responden terhadap kualitas pelayanan Bank BTN Bekasi.

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This study aims to determine the Quality of Service to the Customer in particular BTN BTN Bekasi. In addition, this study focused on the analysis of service quality BTN to consumers with the goal of identifying the dimensions of service quality are the most powerful to give satisfaction to the customers. Sampling in this study were clients of Bank BTN Bekasi both customers and customer deposits with credit. BTN is a government-owned bank known as the Bank's housing loan portfolio. On the other hand, savings products BTN also provides various promos and services that compete with other banks. Bekasi BTN is one of the largest branches of Bank BTN owned the third-largest by assets among other branches. This study took a sampling of Bank BTN Bekasi and involves 100 customers as test subjects taken at random. Data resulting from the perception and expectations of the customers collected through a questionnaire. Furthermore, the data were analyzed by using the SERVQUAL model analysis and model dimensions CARTER initiated by Othman. The measurement of service quality using the dimensions: Compliance, Assurance, Responsiveness, Tangible, empathy, and Reliability. Gap (gap) that occur are analyzed based on perceived expected and perceived service quality experience of respondents to BTN Bekasi."