Pau, Meri Anjelita Kolo (2019) Pelayanan Teller Untuk Kepuasan Nasabah Pada Bank Rakyat Indonesia (Persero).Tbk Kantor Cabang Tanjung Perak Surabaya. Diploma thesis, STIE Perbanas Surabaya.
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Abstract
Banks are financial institutions engaged in the service sector that are required to provide the best service (Service excellent). In order to win the increasingly fierce banking competition. Excellent service provided to customers or prospective customers will have an impact on satisfaction. Excellent service is a business that increases customer satisfaction. Teller is an employee who works in the frontline of a banking hall and conducts direct transactions with customers in the form of receipts or cash or non-cash withdrawals. The research objective was to find out the teller services for customer satisfaction at Bank Rakyat Indonesia Tanjung Perak Branch Office Surabaya. The number of respondents in this study amounted to 82 respondents from customers of Bank Rakyat Indonesia Tanjung Perak Branch Office Surabaya. The researcher used the descriptive method. The results of this study indicate that the quality of teller services has an average value of 4.57% in the "Very Good" category. While customer satisfaction shows an average value of 4.53% in the category "Very Satisfied" means that teller services have a positive effect. on customer satisfaction. Thus it can be concluded that service quality is in a very good category and customer satisfaction is in the very satisfied category. Keywords: Services. teller. Customer satisfaction
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | MERI ANJELITA KOLO PAU |
| Date Deposited: | 15 Nov 2019 03:06 |
| Last Modified: | 15 Nov 2019 08:16 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/5528 |
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