Kepuasan Nasabah Pada Bank Tabungan Negara (Persero) Tbk Cabang Pemuda Di Surabaya

Sari, Siti Alfiyan (2017) Kepuasan Nasabah Pada Bank Tabungan Negara (Persero) Tbk Cabang Pemuda Di Surabaya. Diploma thesis, STIE Perbanas Surabaya.

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Abstract

Measuring customer satisfaction is an organization that should be done periodically to establish competitive advantage compared to other competitors. Satisfy the Customer performed by employees of the bank as service providers, as well as the management of the bank as a provider of banking services. At the appropriate attributes will increase customer satisfaction. But on the contrary, improved performance on attributes that are not right will lead an organization in waste. This study aims to measure customer satisfaction by selecting the discipline of work and compensation in an effort to increase the satisfaction of customers. The research data obtained by distributing questionnaires to 70 respondents BTN bank customers Pemuda Surabaya branch that includes the questions of each variable employee performance, employee discipline and compensation given to bank customers BTN. In addition, the researchers also used the method to deduce the description of the results of this study. Wherein, the majority of bank customers are satisfied with the performance BTN BTN and BTN proved that the bank is able to satisfy its customers Keywords: Customer Satisfaction, Work Discipline, Compensation

Item Type: Thesis (Diploma)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Finance and Banking Diploma > Practice Working Report
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 22 Oct 2019 03:41
Last Modified: 22 Oct 2019 03:41
URI: http://eprints.perbanas.ac.id/id/eprint/4817

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