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SERVICE EXCELLENCE | 03 | VI | JULI 2016
research conducted by :
SERVICE QUALITY INDEX 2016
01. Priority banking bank Prioritas
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 Mandiri Prioritas
4.1583 4.1281
4.1313 4.1625
4.1440 4.1500
3.6750 4.1476
DIAMOND 2
BCA Prioritas 4.1333
4.1731 4.1423
4.1154 4.1412
4.0154 3.8615
4.0652 DIAMOND
3 Permata Bank Priority
4.0389 4.1833
3.9875 4.2000
4.1115 4.0333
3.3333 4.0643
DIAMOND 4
BTN Prioritas 3.8889
3.9792 4.0208
4.0167 3.9872
4.1000 3.5000
4.0553 DIAMOND
5 BRI Prioritas
4.0167 4.1125
4.0708 4.1167
4.0869 4.0000
3.6333 4.0344
GOLDEN 6
BNI Emerald 4.0677
4.0742 4.0156
4.0469 4.0490
3.8750 3.5313
3.9440 -
7 Others
4.0938 4.0859
4.0078 4.1875
4.0960 3.6875
3.4375 3.8493
- INDUSTRY AVERAGE
4.0700 4.1168
4.0720 4.1173
4.0972 4.0123
3.6214 4.0459
02. Regular Banking - Domesic Bank Reguler - Lokal
No BRAND
Service Accessibility
Service Process
People Service
Soluion PSQ
PSV PSB
SQIndex 2016
SQAward 2016
1 Bank Central Asia
4.1432 4.0467
4.0808 4.0426
4.0696 4.1364
3.5682 4.1059
DIAMOND 2
Bank Mandiri 4.0158
3.9864 4.0360
4.0324 4.0190
4.0863 3.2950
4.0556 DIAMOND
3 Bank Negara
Indonesia 3.9974
4.0332 4.0139
3.9675 3.9986
4.0649 3.4156
4.0347 DIAMOND
4 Bank Maybank
Indonesia 3.9448
4.0153 4.0049
4.1724 4.0583
4.0000 3.2759
4.0266 DIAMOND
5 Bank Rakyat Indonesia
3.9623 3.9581
3.9881 3.9638
3.9672 4.0652
3.1957 4.0205
DIAMOND 6
Bank Permata 3.8067
3.9815 3.9833
4.0000 3.9575
4.0667 3.1667
4.0169 DIAMOND
7 Bank CIMB Niaga
3.9267 3.9148
3.9190 3.9167
3.9185 4.0667
3.2333 3.9991
GOLDEN 8
Bank Danamon 3.9200
3.8778 3.9333
3.8333 3.8806
3.6000 2.8667
3.7280 -
9 Bank Mega
3.8667 3.9148
3.8881 3.7500
3.8400 3.5333
3.4000 3.6732
- 10
Others 3.8520
3.9111 3.9057
3.8800 3.8880
3.4800 3.2400
3.6660 -
INDUSTRY AVERAGE 3.9981
3.9860 4.0079
3.9842 3.9921
4.0027 3.3292
3.9979
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
