Comparison of Servqual Versus Ghost Shopping Measurement Methods : An Internal Control Instrument for Regional Banking towards Good Corporate Governance

Abstract

Public Service is the main goal of governance. In the current era of globalization, people's needs and expectations are increasing and
complex. This has fundamental consequences for business practices and public services, particularly the administration of RegionalOwned Enterprises, especially regional-owned banking. Regional-owned banking has a responsibility to contribute to increasing
regional per capita income, and community self-reliance through products and services offered as a benchmark. success of regional
autonomy. Therefore, professional regional-owned banking management must be carried out by referring to the principles of Good
Corporate Governance. The role of service quality is an internal factor of support for the implementation of Good Corporate
Governance. This research departs from the many studies that have been conducted and published on the issue of Good Corporate
Governance, but only a few have discussed new approaches in measuring service quality that can be used as guidelines for company
internal control instruments. This research method uses a mixed method which is more focused on aspects of the basic description of
qualitative measurements and the meaning of data from quantitative research results. The results showed that there were findings of
data anomalies and significant differences in data between the servqual method and the ghost shopping customer method. Both of
these methods have their limitations and advantages. The use of a combination of these methods can provide a more comprehensive
understanding of service quality.
Keywords: Service Quality, Servqual, Ghost Shopping Customer, Good Corporate Governance