Iriani, - (2007) ANALISA KEPUASAN NASABAH MENGGUNAKAN INDEKS POTENTIAL GAIN CUSTOMER VALUE DENGAN PENDEKATAN METODE ENTROPI. Jurnal Penelitian Ilmu-Ilmu Teknik, 7 (1). pp. 25-38. ISSN 1411-9102
This research intent to know perception zoom suitability and bank client expectation to current aught service and to know service which that has more priority to been increased, its quality. Besides, intent also to know competitive priority zoom in comparison with firm a sort servqual's arithmetic result point out inexpediency among perception and client expectation which is as big as 0.703. By use of index Potential Gain Customer Value (PGCV) point out that ministering variable that shall more priority to increase client satisfaction zoom is officer speed in troubleshoots (0. 6032), availibility of prized toss and raIDing accords to keep promise (0. 5803), there are many online branch Bank that is had (0. 5786), easy savings uncovering procedure (0. 5209), teller's accuracy and handiness in services client (0. 4717). Meanwhile zoom count priority competitive BNI'S Bank compared with by another government banks that is at Sidoarjo was utilized by method Entropy and resulting 5 supreme variables that shall more priority to win emulation in world banking. That variable are in height flower (0. 067096), availibility of machine ATM (0. 067093), easy purpose ATM (0. 067053), security on money that is kept (0.067034), and most actually waiting room which cozy (0.066914).
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