Evaluasi kepuasan nasabah terhadap pelayanan customer service pada bank btn sidoarjo

Putri, Fiky Pratiwi Ratno (2018) Evaluasi kepuasan nasabah terhadap pelayanan customer service pada bank btn sidoarjo. Diploma thesis, STIE PERBANAS SURABAYA.

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Abstract

Customer satisfaction is matter that must be considered by financial institutions, it’s emphasized not mean without alasn. Financial institutions must perform customer satisfaction in order to compete. Giving good service by a bank will be very influential on customer satisfaction, good impact if the bank provides good service but it will bad if the bank did the opposite. Customer service is a bank officer who is in front, and this makes Customer Service has an important role to describe a bank. Because of that the authors do research conducted at PT. Bank Tabungan Negara (BTN) Sidoarjo. The purpose of this study is to meet the final project and measure whether the bank BTN Sidoarjo has a good lever of customer service. Because it’s to measure customer customer satisfaction on the Service Excellent, Knowlegde of Customer Service officers on bankinbg products dan service as well as the Duties and Responsbilities of Customer Service. The type of research used is descriptive analysis which uses questionnaire given direcrtly and filled directly by customer. After that the authors will collect data obtained from the questionnaire, categorize and conclude the information received. How much valuation is given to each category according to the range of values that the author has given to facilitate the grouping of values. The author distributed forty (40) questionnaires to customers of Bank Tabungan Negara Sidoarjo, a questionnaire thet returned thirty eight (38). Keywords : Customer satisfaction, Customer Service

Item Type: Thesis (Diploma)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 25 Jan 2019 06:03
Last Modified: 16 Oct 2019 05:54
URI: http://eprints.perbanas.ac.id/id/eprint/4149

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