ANALISIS KEPUASAN NASABAH TERHADAP PELAYANAN FRONTLINER BANK X KANTOR CABANG KHUSUS SUDIRMAN

Customer satisfaction is the key to a service company's success, especially in banking industry with its increasingly fierce competition. measured by staff services, where interaction between customers and key. Unsatisfactory frontline staff's (forntliner) services can lower bank's image customers' eyes. This study aimed analyze customer frontliner's at Bank-X official branch of Sudirman. The data were collected using questionnaire convenience sampling technique select respondents. analysis method used was SERVQUAL gap would be known from difference perceptions received expectations. results showed that expectations higher than but did not mean Bank X's poor quality. Respondents who chose X as main bank compared other banks Cartesius diagram no need improve attributes, showing customer's opinion on already good. majority respondents' characteristics office workers, highly educated, earn more 5 million rupiahs certainly have high aspirations. Therefore their also higher. What needs done frontliners maintain quality existing cut down waiting time for installing self-service system. Keywords: satisfaction, frontliner, analysis, Importance Performance Analysis,