Analisis kualitas layanan pada Bank Arta Niaga Kencana kantor pusat operasional Bubutan Surabaya

The research entitled "The Service Quality Analysis At Arta Niaga Kencana Bank Head Office, Bubutan Surabaya", is aimed at: (1) discovering the difference between customer's expectation and their perception about service quality at ANK Bank, and (2) discovering the strategies needed to increase the future service quality. Limitation of the research is on the quality dimensions affecting customer satisfaction especially on service quality. The quality dimensions are the ones proposed by Zeithaml, Parasuraman, and Berry. The research result indicates that the average value of respondent's perception is 3.305 and the average value of respondent's expectation is 3.594 in the range of 1-4. Thus service quality value is -0.289. The service quality measures for each dimension are as follows: tangibles dimension -0.208, reliability dimension -0.493, responsiveness dimension -0.193, assurance dimension -0.349, and the empathy dimension -0.348. The negative value from five dimensions of service quality indicates that the company should increase and sustain customer's loyalty in the future. A marketing strategic concept called 'Relationship Marketing' is focused on developing and increasing relationship to reach and retain the customer