Analysis and Evaluation Service Quality with Fuzzy - Banking Service Quality in East Java, Indonesia

Abstract

The research aimed ad analyzing and evaluating the banking service quality in East Java. The research to know the service st andard which is suitable for the customer's desire and arranges an improvement priority of service quality that should be given to the customers. The method used to measure quality is Fuzzy -Banking Service Quality. Service quality analysis by using fuzzy Banking Service Quality which is aided by using the MATLAB application. Based on the research results, customers valuation average toward the bank customer level is good. The services given have fulfilled the customer expectation. There is service which becomes the priority to be improved that is e-chanel, e-Banking, sms banking and ATM, competitive interest and parking lot for customers.