Aryandi, Agung and Zainal, Rabin and Syarif, Amirudin (2016) EVALUASI KUALITAS PELAYANAN CUSTOMER SERVICE BANK BRI DENGAN METODE UJI WILCOXON. In: Seminar Nasional Ekonomi dan Bisnis Global Competitive Advantage, 6 April 2016, Palembang.
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Abstract
This study was conducted to determined the differencesperception about quality of service between customer service (as service giver) and customer(as service recipient). In this study, data were obtained by questionnaires, the questionnaires using 5 dimensions quality of services, consist of tangible, reliability, responsiveness, assurance, and emphaty as the reference to make 18 questions. Data were processed using excel and SPSS program and being analyzed by using Wilcoxon test, a hypothesis non-parametric statistic to determine whether two different independent sample has a same value, this test. This kind of test can be use as test for 2 different independent sample with ordinal, interval, or ratio scale without normal distribution. The result of Wilcoxon test showed significant difference between Customer service (as service giver) quality of service and customer quality of service with significant value 0,012 < 0,05. And this showed that there is a difference perception about quality of service that given by customer service and quality of service that received by the customer at PT Bank Rakyat Indonesia (Persero) Tbk branch Lemabang Palembang
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Mr Amirudin Syarif |
| Date Deposited: | 12 Aug 2016 01:08 |
| Last Modified: | 12 Aug 2016 01:08 |
| URI: | http://eprints.binadarma.ac.id/id/eprint/2979 |
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