Abstract
This study aims to determine the Service Quality of PT. BPR BKK Kebumen Ayah Central Java Branch. This study uses 5 dimensions of service quality consisting of tangible, reliability, responsiveness assurance, and empathy. The research method used is descriptive quantitative. Data collection techniques by distributing questionnaires to 100 respondents and using a Likert scale 1-5. The results of the study that the shortage of employees at PT. BPR BKK Ayah branch, especially in the customer service and teller sections, can hinder the service process from becoming inefficient. Then employees who are less responsive in responding to customer complaints and facilities that are far from modern banking technology. Therefore, with this research, it is expected that PT. BPR BKK Kebumen Ayah branch can improve service quality to make it even better.
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