Customer Satisfaction Level of Service Quality PT. Bank Mandiri Kcp Medan Sunggal with Fuzzy Service Quality Method

Every customer wants the highest quality service to meet their expectations. Good service will have an impact on the level of customer satisfaction, where the level of satisfaction is the customer's feeling after comparing what is received with what is expected. Therefore, it is necessary to carry out an assessment to find out how satisfied or displeased customers are with the quality of banking services provided by Bank Mandiri KCP Medan Sunggal using the Fuzzy Service Quality method. From the results of data processing, the GAP values were obtained based on dimensions, namely reliability (2.49), responsiveness (3.91), assurance (2.43), empathy (0.96) and tangibles (4.07), overall the positive GAP value means that the service quality of Bank Mandiri KCP Medan Sunggal received by customers is satisfactory so that it is in accordance with what is expected. However, the GAP value is based on 21 statement indicators, there is 1 statement indicator with a negative value, namely efficient queuing arrangements, which means that the service perceived by the customer is unsatisfactory, so it needs to be considered and repaired by Bank Mandiri KCP Medan Sunggal.