Record Detail

Link : http://repository.perbanas.id/xmlui/handle/123456789/1488

Abstract
This paper tries to analyze the differences among eight banks in Indonesia in terms of their service quality. By using secondary data from the result of a reseach conducted by Institute of Services Management Studies and analyzing homogenities test including Tukey and Bonferonni Test, it can be concluded that, in general, based on perspective of their customers, there are no differences significantly among the level of service quality which are delivered by the banks. However, Citibank delivers higherand better service quality than Bank BNI. Opportunity, this article does not discuss the defferences. So that, it is sugested that the bank should focus on their services specifically rather than their competitors. This paper, probably, also could be a reference to explore more detail about the homogenity of service quality of the banks for making appropriate decision to entertaint their customers needs.
Keywords: Quality, Service, Homogenity, and Bank