ANALISIS TINGKAT KEPUASAN DEBITUR TERHADAP KUALITAS PELAYANAN BANK ABC . UNIT LAYANAN MIKRO (ULM) X

The purpose of this study was to analyze customers satisfaction level toward the service quail of Unir Layanan Micro ”Y" Rank ABC. to analyze satisfaction level toward the customers characteristics. and to recommend improvement priority in service quality, for Unit Lanyanan Micro " X Bank ABC. The data were collected .from 1-13 respondents who become credit bmik customers of Unit Layonan Mikro "X" Bank ABC. Descriptive statistics. Paired Sample T-Test. Analysis of Variance (ANOVA). Servqual Method and Quadroon Method were used to analize this data. The result of this study showed that the service quality of Unit Layanan Micro ';Y" Bank ABC perform gaps between customers' expectation and perception. There are differences in perception toward the quality of service level for different customer.^ characteristic in age. marriage status. educations. occupation, home status, and salary except in sex. There are strong correlations between customer 's characteristics and satisfaction index except in scr. The main priority of service quality to improve or clean and tidy office environment. Good telecommunication and technology. polite and attractive bank officers. on time schedule service. accurately and exactly credit service. on time service as the promised. and brink officer easy to understand language. The arbutus to develop are to get brochures and applications, form easily feel safe in transaction, bank officer 's knowledge of product. The low priorities to improve ore to solve customer problem. respond customer's request. understand customer needs. Give personal attention to customer. know customer 's wants. and bank officer always be willing to help customers. The overacting attributes are to tell customers when credit is performed. have the knowledge to tell their product. feel secure in transaction, bank officers show polite and charm attitude. meet bank officer easily