The concept attribute value customer services that using in this research is: 1. Price
2. Products services: a. Function deposit of transaction tools
b. Function financial movements c. Deposits multifunction
3. Services: a. Easy location
b. Speed c. Convenience
d. Information e. People
f. Image g. Professionalism staff people and gift promotion.
G. Definition of Services Quality
The services quality by Tjiptono 2000, basically the service quality definition or services is the effort in order to fulfill the customer needs and
customer willingness also exactly in delivery to equilibrium the customer expectation.
While Chandra 2005 said that the quality as the dynamic condition that has relationship with the product, services, human resource, process and the
environment that could fulfill or can passing the expectation. The customer perception to services quality is the hall thinking by the
services authority, but also because the services performance most of all the time not consistent, so the customer often using the sign of intrinsic and extrinsic as the
evidence in intrinsic sign in valuing, that has connected with the output and the delivering technique, while the extrinsic sign is the support of services.
Kotler and Amstrong 1996 have statement that services have four characteristics, such as:
1. Intangibility 2. Inseparability
3. Variability 4. Perish ability
The management of Bank has to arrange the strategy in facing the service characteristics that perish ability. Bank need to make adaptation in order to make
it equilibrium among the total of request with the available of personal that ready in give the services to customer, that kind of things can be anticipated with the
ATM machine and on line system that have to available on 24 hours in services optimally.
The services quality have significant contribution in making the customer retention, differentiation, positioning, word of mouth communication, buy
continually, customer loyalty, market, profitability and strategy of competition in
every market organization, for manufacture company or even the distributor of services.
The quality has relation with the customer satisfaction. The quality gives the special support for the customer to make relationship and link that make the
profitable for both of side for the long term. The emotional bond it can make it possible for company to make understanding what the specific customer needs
and expectation of customer. In the company revolve, company will increase the customer experience
that amazing and minimize or make a zero the sad experience. Next the customer satisfaction will gives contribution in create the switching barriers, switching the
cost, and customer loyalty. The factors that used in evaluating the services quality is that have
intangible characteristic, the customer in general using some of attribute such as: tangibility, reliability, responsiveness, assurance, and empathy.
There is three of services quality dimension such as: outcome related or technical quality, process related or functional quality, and image related
dimensions. The third of dimension then explain in seven criteria of service quality, which are:
1. Professionalism and Skills The customer thing that the services distributor, the employee,
operational system, and the physically sources have the knowledge and skill that needs in order to solve the customer problem by professional
2. Reputation and Credibility
The customer believe that the business of services distributor can trusted, and give the value for money that suitable and represent the
performance and positive value. 3. Attitude and Behavior
The customer feels that the employee of bank has concern to the customer and try to help in solving the problem with happiness.
4. Accessibility and Flexibility The customer feels the services distributor, location, operational hours,
employee, and the operational system is arranged and operated well so makes the customer can easy in access the finance activity. Beside that
also arranged with the purposes in make flexible in fulfill the customer request and customer willingness.
5. Reliability and Trustworthiness The customer believe that anything that could happen or that already
ahs agreement, the customer could trust to services distributor, employee, or the system in fulfill the promises and do the best for
customer. 6. Services Recovery
The customer believes that if there is a fault, the services distributor will active to take the situation and found the best solution.
7. Service cape: the customer feels that physically condition and environment aspect of another service encounter will support the
positive experience by the services process.
H. Definition of Customer Satisfaction
