PENGARUH KOMPETENSI KOMUNIKASI CUSTOMER SERVICE DALAM MENINGKATKAN LOYALITAS NASABAH TABUNGAN REGULER BANK MANDIRI CABANG KELAPA GADING BOULEVARD RAYA (Studi Kasus Terhadap CS PT Bank Mandiri Cab. Kelapa Gading Boulevard Raya)

ABYADI, MOHAMMAD FARIZ (2019) PENGARUH KOMPETENSI KOMUNIKASI CUSTOMER SERVICE DALAM MENINGKATKAN LOYALITAS NASABAH TABUNGAN REGULER BANK MANDIRI CABANG KELAPA GADING BOULEVARD RAYA (Studi Kasus Terhadap CS PT Bank Mandiri Cab. Kelapa Gading Boulevard Raya). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Communication competence is one of the most important aspects and fundamental that should be owned by the customer service. It is very useful to avoid complaints or even to resolve customer complaints. A variety of this complaint can affect the loyalty of clients in Bank Mandiri product usage, if the customer service has qualified communication competency skill, then the customer will feel happy and satisfied with Bank Mandiri, as otherwise if competence communication customer service less qualified and cannot avoid and resolve the issue, then it will affect customer loyalty and leads to the migration of the customer to the bank competitor . This research aims to know and explain the extent of the influence of communication competence that owned customer service against the loyalty of customers. The type of research used by the researchers was explanative through quantitative methods approach with supported data collection method using a survey form of the dissemination of questionnaires to customers who visit customer service for complaining, product information, and many more. The Research data was processed using Microsoft Excel and SPSS 24.00 using the formula Pearson's Product Moment. Based on the results of the regression test calculation, the researchers get results from the influence of communication competences that owned by Bank Mandiri customer service Kelapa Gading Boulevard Raya Branch on customer loyalty by 65.3%, and the remaining 34.7% were influenced by other variables outside of communication competence, the results of hypothesis testing Calculate is 13,023> T table 2,009 and the significance value is 0,000 <0.05, H0 is rejected and Ha is accepted. It can be concluded that customer service communication competencies (X) have a significant positive effect on customer loyalty (Y). The conclusion of this research is that there is a significant effect of customer service communication competencies on customer loyalty, communication competency aspects in customer service is one of the most important keys to determining customer loyalty. Keywords : Communication Competence, Customer Service, Loyalty, Customer Kompetensi komunikasi merupakan salah satu aspek penting dan mendasar yang harus dimiliki oleh customer service. Hal ini sangat berguna untuk menghindari keluhan atau bahkan mengatasi keluhan nasabah. Berbagai macam keluhan ini dapat mempengaruhi loyalitas nasabah dalam pemakaian produk Bank Mandiri, jika customer service memiliki skill kompetensi komunikasi yang mumpuni, maka nasabah akan merasa happy dan satisfied dengan Bank Mandiri, semakin loyal pula terhadap Bank Mandiri, begitupun sebaliknya jika kompetensi komunikasi customer service kurang mumpuni dan tidak dapat menghindari dan menyelesaikan masalah, maka akan mempengaruhi loyalitas nasabah dan berujung pada berpindahnya nasabah ke bank competitor. Penelitian ini bertujuan untuk mengetahui dan menjelaskan sejauh mana pengaruh dari kompetensi komunikasi yang dimiliki customer service terhadap loyalitas nasabahnya. Tipe penelitian yang digunakan oleh peneliti adalah eksplanatif melalui pendekatan metode kuantitatif dengan didukung pengumpulan data menggunakan metode survey berupa penyebaran kuesioner kepada nasabah yang mengunjungi customer service untuk menyampaikan keluhan, kebutuhan informasi produk, dan lain-lain. Data penelitian diolah menggunakan tools Microsoft Excel dan SPSS 24.00 dengan menggunakan rumus Pearson’s Product Moment. Berdasarkan hasil penghitungan uji regresi, peneliti mendapatkan hasil dari pengaruh kompetensi komunikasi yang dimiliki oleh customer service Bank Mandiri Cabang Kelapa Gading Boulevard Raya terhadap loyalitas nasabahnya sebesar 65.3 %, dan sisanya sebesar 34.7% dipengaruhi oleh variabel lain diluar dari kompetensi komunikasi, hasil dari uji hipotesis Thitung sebesar 13.023 > Ttabel 2.009 dan nilai signifikansi sebesar 0.000 < 0.05, H0 ditolak dan Ha diterima. Dapat disimpulkan bahwa kompetensi komunikasi customer service (X) berpengaruh positif signifikan terhadap loyalitas nasabah (Y). Kesimpulan dari penelitian ini adalah terdapat pengaruh signifikan kompetensi komunikasi yang dimiliki customer service terhadap loyalitas nasabah, aspek kompetensi komunikasi pada customer service menjadi salah satu kunci yang paling utama terhadap penentu loyalitas nasabah. Kata Kunci : Kompetensi Komunikasi, Customer Service, Loyalitas, Nasabah

Item Type: Thesis (S1)
Call Number: SK/42/19/038
NIM: 44213110064
Uncontrolled Keywords: Kompetensi Komunikasi, Customer Service, Loyalitas, Nasabah
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.1 Museum Services to Patrons/Layanan Museum untuk Pelanggan > 069.15 Instruction Services/Jasa Instruksi
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.2 Specialized Banking Institutions/Institusi Perbankan Khusus
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.8 Interest and Discount/Bunga Bank dan Diskon
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian > 334.2 Banking and Credit Cooperatives/Koperasi Perbankan dan Kredit
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 18 Sep 2019 04:11
Last Modified: 18 Sep 2019 04:11
URI: http://repository.mercubuana.ac.id/id/eprint/50766

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