Measuring Service Quality in Pension-Oriented Banking Services through the Integration of ServQual and Importance-Performance Analysis (IPA)

Abstract

This research aims to analyze the service quality at PT. Bank Mandiri Taspen Bandung Branch using the ServQual and Importance-Performance Analysis (IPA) integration method. This research assesses customer perceptions and expectations of five dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. The results show that all service attributes have a negative gap value, which means customer perceptions are still below expectations. The overall single gap value was recorded at -0.093, with an average level of conformity in the high category (91.96%). The IPA analysis shows that most attributes are in Quadrant II (maintain performance), but there are attributes that are in Quadrant I (top priority), namely attribute P1 (Bank provides services as promised). This finding indicates that although the service quality is generally in the good category, there are still attributes that need to be improved, so that service quality can be more optimal. This research provides recommendations for improvements in the reliability aspect, namely service infrastructure to improve service quality.