46
SERVICE EXCELLENCE | 03 | VI | JULI 2016
03. Regular Banking - Mulinaional Bank Reguler - Asing
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 Commonwealth Bank
3.9467 4.0333
3.9690 3.9667
3.9805 4.0667
3.4000 4.0329
DIAMOND 2
Standard Chartered Bank
3.9600 3.9259
3.8873 3.9444
3.9369 4.0667
3.4444 4.0159
DIAMOND 3
Ciibank N.A 3.9784
4.0030 4.0174
3.9459 3.9768
3.9459 3.5405
3.9580 GOLDEN
4 The Hongkong
Shanghai B.C HSBC 3.8242
3.8114 3.8312
3.8182 3.8191
4.0303 3.4242
3.9476 GOLDEN
5 Bank ANZ
3.7297 3.9069
3.9151 3.8514
3.8448 3.6757
3.3243 3.7419
- 6
Others 3.8571
3.8254 3.8776
3.7143 3.7957
3.5714 3.7143
3.6592 -
INDUSTRY AVERAGE 3.8889
3.9306 3.9210
3.8995 3.9078
3.9418 3.4392
3.9285
04. sharia banking bank syariah
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 BNI Syariah
3.9733 4.0567
4.0810 4.1000
4.0677 4.0667
3.7000 4.0671
DIAMOND 2
Bank Syariah Mandiri 3.9541
4.0486 4.0222
3.9324 3.9918
4.0676 3.4865
4.0356 DIAMOND
3 Bank Muamalat
3.9067 4.0467
3.9524 3.9167
3.9717 4.0333
3.2000 4.0074
DIAMOND 4
BCA Syariah 4.0933
4.0533 4.0310
4.0667 4.0597
3.9667 3.5000
4.0059 DIAMOND
5 BRI Syariah
3.8917 3.9521
3.9583 3.9271
3.9373 3.9792
3.5833 3.9615
- 6
Others 3.8963
3.9593 4.0212
3.8704 3.9267
3.8889 3.2963
3.9049 -
INDUSTRY AVERAGE 3.9490
4.0205 4.0090
3.9603 3.9890
4.0126 3.4770
4.0026
05. Plainum Credit Card Kartu Kredit Plainum
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 Bank Central Asia
4.0201 3.9925
4.0522 4.0241
4.0192 4.0964
3.7108 4.0649
DIAMOND 2
Bank Permata 3.9000
3.9500 4.0333
3.9000 3.9312
4.0667 3.3333
4.0114 DIAMOND
3 Ciibank N.A
4.0000 4.0000
3.9667 3.9333
3.9697 4.0333
3.6667 4.0074
DIAMOND 4
Bank Mandiri 4.0452
3.9936 3.9944
3.8983 3.9686
3.9322 3.5763
3.9470 GOLDEN
5 Bank Negara
Indonesia 3.8778
3.9667 4.0000
3.9000 3.9258
3.9000 3.4667
3.9105 GOLDEN
6 Bank ANZ
3.8444 3.9125
3.8556 3.8333
3.8588 3.9333
3.3667 3.9029
GOLDEN 7
Bank Mega 3.9444
3.9542 3.9667
3.9500 3.9521
3.8667 3.3667
3.9015 GOLDEN
8 Bank CIMB Niaga
3.8333 3.8167
3.7556 3.7500
3.7862 3.6000
3.7000 3.6759
- 9
Others 3.6600
3.7575 3.8067
3.8300 3.7705
3.4400 3.4000
3.5748 -
INDUSTRY AVERAGE 3.9176
3.9325 3.9507
3.9073 3.9220
3.8871 3.5376
3.9013
research conducted by :
47
SERVICE EXCELLENCE | 03 | VI | JULI 2016
06. regular Credit Card Kartu Kredit reguler
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 Bank Central Asia
4.0885 3.9727
4.0052 3.9219
3.9899 4.1250
3.5313 4.0615
DIAMOND 2
Bank Maybank Indonesia
4.0222 4.0208
3.9778 3.9500
3.9886 4.1000
3.5667 4.0476
DIAMOND 3
Bank Negara Indonesia
4.0889 4.0958
4.0333 4.0167
4.0550 4.0000
3.7333 4.0259
DIAMOND 4
Bank Mandiri 4.0688
3.9841 3.9735
4.0079 4.0116
4.0317 3.3968
4.0223 DIAMOND
5 Bank Permata
3.9444 4.0042
3.9778 3.9833
3.9771 4.0333
3.4333 4.0069
DIAMOND 6
Bank ANZ 3.8111
3.9042 3.9556
3.9667 3.9121
4.0333 3.3333
3.9763 GOLDEN
7 Bank Mega
3.9512 3.9421
3.9919 3.9390
3.9524 3.9756
3.1951 3.9647
GOLDEN 8
Bank CIMB Niaga 3.8000
3.9042 3.9222
3.9500 3.8974
3.8000 3.5333
3.8458 -
9 Bank Rakyat Indonesia
3.8333 3.8750
3.8333 3.8667
3.8540 3.7667
3.3667 3.8078
- 10
Bank Bukopin 3.8444
3.8875 3.8667
3.8333 3.8540
3.7333 3.4000
3.7901 -
11 Others
3.8246 3.8224
3.8947 3.8684
3.8523 3.7368
3.5263 3.7911
- INDUSTRY AVERAGE
3.9622 3.9553
3.9580 3.9433
3.9533 3.9698
3.4484 3.9620
07. Financing Automoive 4W Pembiayaan Mobil