Pengaruh dimensi servqual, image dan value terhadap overall service quality : studi kasus : Bank Mandiri dan Bank Syariah Mandiri

Deskripsi

Year 2009 is a tough time for indonesian banking and financial service industry as an impact of global financial crisis. To keep their competency banking try to measure and improve their service quality. Different concern about service quality from one culture or country , make company to consider another service quality dimension such as image and value. This writting examines about the influence of SERVQUAL dimension, image and value toward overall service quality. This research are quantitatives and using reliability test, factor analysis, multiple regression, correspondent analysis and chi-square. The data were collected by survey of Bank Mandiri and Bank Syariah Mandiri Customer. The findings shows that reliability, responsiveness, assurance, dan value have influenced overall service quality.Ada tabel