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INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESSSEPTEMBER 2009VOL 1, NO 5have been promised in accurate figure. This is judged from for instance, if bank employee saysthat your loan is being processed and will phone you after half hour, and he actually phones youhalf an hour later. Responsiveness is willingness and ability to assist customer and give correctservice. It is evaluated from the bank’s swift action when customer face problem on credit orsaving. Assurance is knowledge ability of employees in giving trusts to customers. A goodindicator is if the bank has the reputation as a good bank. The provision of service warranty to itsproduct, and empathy as well as attention given are other good indicators.The discussion of this instrument is of value because SERVQUAL instrument is reasonableillustration of the programmatic development of a universal list of service quality dimensions.Research was done to two financial ethnic, known as the merchant ethnics in Padang, WestSumatra. From results of that research present the strong relations among Saving-SERVQUALwith Credit-SERVQUAL while weak relations between Saving-SERVQUAL with and Credit-SERVQUAL and Culture. Figure 1 illustrates this:Figure 1: The Minangkabau-Chinese Inner Factor in ConsumptionBased on the inner factor of consumption above and the factor analysis to financial products ofBank Nagari, three categories of service expectation are identified. They are different from theCOPY RIGHT © 2009 Institute of Interdisciplinary Business Research 41