PENGARUH SERVICE QUALITY GAP DALAM PEMBERIAN KREDIT TERHADAP NET PROFIT MARGIN (Penelitian Pada PT. Bank Riau Cabang Pasar Pusat Pekanbaru)

Abstract

Abstract :

The objectives in writing this minor thesis are the variables of service quality gap and their impact on the net profit margin of the company. This research took place at PT. Bank Riau Branch Pasar Pusat Pekanbaru. As a financial provider company, excellent service is one of company strategis to increase its customer base, by having excellent service the company could satisfy it’s customer. In service company customer satisfaction means profitability. This research was done to discover the impacts between service quality gap and net profit margin as indicators in profitability. The gap of service is viewed from 5 factors, those are tangible, responsiveness, reliability, assurance and empathy. The research method which has been used in this minor thesis is verificative descriptive method with surveys approach. The research was done by distributing quesoner to search respondent, meanwhile hypothesis examination was done by using product moment correlation analysis. The significant degree that is used 0,05, followed by t-test afterward. The result indicates that there is a significant impact to both variables. Tangible r = -0,792 : reliability r = -0,922 : responsiveness r = -0,920 : assurance r = -0,884 : emphaty r = - 0,799. Gap in reability, responsiveness, assurance, are more sensitive to customer comparing to other variables. The result of t-test for tangible, responsivenees, and assurance are bigger than t-table, that means Ho is rejected and Ha should be accepted.

Keyword :  Service Quality Gap : Net Profit Margin ; expected service ; perceived service.