ANALISA KEPUASAN NASABAH TERHADAP PELAYANAN CUSTOMER SERVICE PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK. KANTOR LAYANAN NASABAH (KLN) UNIVERSITAS NEGERI MALANG
| Main Author: | QOSTHOLANI, MOCHAMAD SYAVIUR RIZAL |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2015
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/21873/1/jiptummpp-gdl-mochamadsy-39748-1-coverta.pdf http://eprints.umm.ac.id/21873/2/jiptummpp-gdl-mochamadsy-39748-2-babifix.pdf http://eprints.umm.ac.id/21873/ |
Daftar Isi:
- Customer satisfaction is a thing to do by a financial institution to establish a position in competition. Increased done bt the bank particulary in the service of the services provided will be very influential on customer satisfaction, will be a positive effect if the service provided in accordance with that in want customers and otherwise would have a negative impact when the service provided not in conformity with expectation customers. At the end of it, writers did research on PT. Bank Negara Indonesia (Persero). Tbk, customer service office State University of Malang. The purpose of this research is to know the level of customer service and customer satisfaction on characteristic such as wheter done by the customer service so customer can feel satisfied and loyal. As for the type of research used descriptive analysis is to look for the data to be able to give an overview of the objects is the problem by applying a technique or documentation and also the questionnaire to be distributed to pool custmoers. In the methode of this study researches collect the data based on the literature study, roomy study although answerr from the quistionnaire given to customers, of the research described that received customer satisfaction and customer loyalty to the bank a positive impact on customer service which provide service in accordance with the standards of the bank and also satisfaction with respndents customers as well as aspect which consisted of 40 (fourty) people as a broud outline they are satisfied customer service will be in service on PT. Bank Negara Indonesia (Persero). Tbk, Customer Service Office State University of Malang.