Analisis Kualitas Layanan di PT Bank Mandiri, Tbk Consumer Loan Business Center Yogyakarta

Quality of Service is the most important thing in a services company like Banking Industry. Bank Mandiri is the biggest banking industry in Indonesia. The objective of this research is to study the difference of services quality expected and experienced by the customer, as well as the gap analysis between customer expectation and actual customer experience in the delivery of service. The design of method in this research is a survey research carried out on Unit Consumer Loan Business Center of PT. Bank Mandiri Yogyakarta as an object. The Data is taken from a questioner filled by the customer. The technique used in designation of the sample in this research is Convenience Sampling Technique. Based on the result of each of the attributes and 5 dimensions of quality services valued: (Tangibility, Assurance, Reability, Responsiveness and Emphaty), it shows that the quality services delivered did not match with customer expectation