Analisis Tingkat Kepuasan Nasabah terhadap Pelayanan Bank Mandiri Cabang Zainul Arifin Medan

The objective of this research is to analyze the level of customer satisfaction of PT. Bank MandiriTbk branch Zainul Arifin. It uses random sampling method by interviewing 100 banks customers. The method usedin this research is descriptive analysis by measuring Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) from 5 (five) indicators namely Tangibles, Reliability, Responsiveness, Assurance, and Emphaty. The research reveals that the customers are satisfy to the services of PT. Bank Mandiri branch Zainul Arifin Medan with the level of CSI is as much as 66.26%. Based on Importance Performance Analysis (IPA), 6attributes are categorized as "priority improvement", and 10 attributes are as "keep up the good work". Subsequently, there are 4 attributes are categorized as "possible overkill" and 2 attributes are as"low priority"Keywords :tangibles, reliability, responsiveness, assurance, emphaty, CSI dan IP