|
DIMENSI
|
ITEM
|
IMPORTANCE
|
PERFORMANCE
|
|
TANGIBLES
|
1.Bank ABC memiliki peralatan modern
|
4,50
|
4,00
|
|
2.Fasilitas Bank ABC menarik
|
4,77
|
4,23
|
|
|
3.Karyawan
Ban ABC berpenampilan menarik
|
4,60
|
3,20
|
|
|
4. Fasilitas Parkir yang memadai
|
3,60
|
3,00
|
|
|
RATA-RATA TANGIBLES
|
|
4,37
|
3,61
|
|
RELIABILITY
|
5
|
4,70
|
3,20
|
|
6
|
4,57
|
3,10
|
|
|
7
|
4,50
|
2,90
|
|
|
8
|
4,13
|
2,87
|
|
|
9
|
4,50
|
3,00
|
|
|
RATA-RATA RELIABILITY
|
|
4,48
|
3,01
|
|
RESPONSIVENESS
|
10
|
4,40
|
3,40
|
|
11
|
4,20
|
3,40
|
|
|
12
|
4,60
|
3,60
|
|
|
13
|
4,50
|
3,20
|
|
|
RATA2 RESPONSIVENESS
|
|
4,43
|
3,40
|
|
ASSURANCE
|
14
|
4,80
|
3,80
|
|
15
|
4,90
|
4,07
|
|
|
16
|
4,30
|
3,30
|
|
|
17
|
4,50
|
3,00
|
|
|
RATA-RATA ASSURANCE
|
|
4,63
|
3,54
|
|
EMPATHY
|
18
|
4,10
|
2,90
|
|
18
|
4,00
|
3,00
|
|
|
20
|
4,10
|
2,90
|
|
|
21
|
3,70
|
2,40
|
|
|
22
|
4,00
|
3,00
|
|
|
RATA-RATA EMPATHY
|
|
3,98
|
2,84
|
|
RATA-RATA KESELURUHAN
|
|
4,36
|
3,25
|
Kamis, 30 Januari 2014
MANAJEMEN OPERASI (RATA-RATA TINGKAT KEPENTINGAN DAN TINGKAT KINERJA BANK ABC)
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