Fuzzy Evaluation of Service Quality in The Banking
Authors
Endang Suprihatin, Rachmad Hidayat
Corresponding Author
Endang Suprihatin
Available Online December 2018.
- DOI
- 10.2991/icst-18.2018.128How to use a DOI?
- Keywords
- Fuzzy servqual; service quality; responsiveness; reliability
- Abstract
The measurement of banking service quality was done by Fuzzy servqual method. Service quality used five dimensions contained in servqual was tangible, reliability, responsiveness, assurance, emphaty. The results of this study indicated that the gap value of the five dimensions had a negative value. It means that the quality of service got was not in accordance with the expectation of the customer. The highest gap value was the dimension of responsiveness and the lowest gap was the dimension of reliability. Thus it can be seen that the dimensions of responsiveness were a concern to improve service quality. One variable that had a positive value was Customer Service variable who helps customer need.
- Copyright
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Endang Suprihatin AU - Rachmad Hidayat PY - 2018/12 DA - 2018/12 TI - Fuzzy Evaluation of Service Quality in The Banking BT - Proceedings of the International Conference on Science and Technology (ICST 2018) PB - Atlantis Press SP - 625 EP - 629 SN - 2589-4943 UR - https://doi.org/10.2991/icst-18.2018.128 DO - 10.2991/icst-18.2018.128 ID - Suprihatin2018/12 ER -