PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA
| Main Authors: | , Tantri Sulma Mardiah, , Prof. Djamaludin Ancok, Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2014
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/133570/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74271 |
Daftar Isi:
- Emotional intelligence has a strong influence on service quality (Kurian, 2013) as well as job satisfaction has an influence on service quality (Yee et al, 2008). This study aims to examine the positive influence of emotional intelligence and job satisfaction in customer service towards the customer perception of service quality on customer service officer of PT Bank UOB Indonesia. The hypotheses in this study are: 1. Emotional intelligence has a positive influence on perceived service quality