摘要：Level of service quality must be viewed from the perspective of the customerrating. Because the company must be oriented towards customer satisfaction bypaying attention to the components of service quality, Reliability, Response,Beliefs, Emphaty and Tangible. Analysis methods used by the level ofImportance Performance and Results of Chi Square Test. Analysis resultsobtained in the Cartesian diagram states that the ability of employees to conducttransactions quickly (BTR 5) and employees attention to customer problems(BTR 7) included in Quadrant A. Friendly service (BTR 1), the Companyprovides value in accordance with customer needs (BTR 2), quick responseability of employees to serve the needs of customers (BTR 3). While on the fivefactors of service quality dimensions are included in Quadrant Reliability B.Employees can have higher performance in doing his job (BTR 4), makeeffective communication with customers (BTR 6), provide information orsolutions to its customers (BTR 8), and employees who are neat appearance(BTR 9), while the five factors of service quality dimensions are: Belief andEmphty included in Quadrant C. Completeness of modern equipment in serviceto the customer (BTR 10), whereas in five-dimensional factor service qualityare: Physical Evidence and Responsiveness are included in Quadrant D. Fromanalysis of obtained results of Chi Square Chi Square where the value is greaterthan Calculate Chi Square Table (21.36>16.919). Then Ho is rejected and Haaccepted so that customers not feel any satisfaction with the services providedby the company.
