PENGARUH SIKAP POSITIF KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PENGGUNA JASA E-BANKING BCA KCP MENARA IMPERIUM JAKARTA

TRIDITYA PUTRA, ARYLIGA (2020) PENGARUH SIKAP POSITIF KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PENGGUNA JASA E-BANKING BCA KCP MENARA IMPERIUM JAKARTA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research is conducted to know and analyze how much influence positiveness interpersonal communication customer service to customer satisfaction E-banking user in branch BCA Menara Imperium. The background of the problem taken is, how interpersonal communication from customer service involved in customer satisfaction e-banking user. The research methodology used is quantitative with explanation type. The method used is a survey that has two variables of positiveness interpersonal communication (X) to customer satisfaction (Y). The population is customer branch BCA Menara Imperium who work in Imperium Building and with technique of taking with sensus of 103 responds. The results of this research show that Data Analysis from Positiveness Interpersonal Communcation customer service to customer satisfaction E-banking user is 0,796 with a relatively high level of correlation. Keywords : Positiveness, Interpersonal Communication, Customer Service, Customer Satisfaction Penelitian ini dilakukan untuk mengetahui dan menganalisis sejauhmana pengaruh Sikap Positif Komunikasi Interpersonal Customer Service dalam mengatasi keluhan nasabah yang mempengaruhi kepuasan nasabah pengguna jasa E-Banking di BCA KCP Menara Imperium. Latar belakang masalah yang diambil yaitu bagaimana komunikasi interpersonal dari Customer Service dapat mempengaruhi tingkat kepuasan dari nasabah pengguna jasa E-Banking. Metodologi penelitian yang digunakan adalah kuantitatif dan bersifat eksplanatif. Metode yang digunakan adalah survey yang memiliki dua variabel yaitu Sikap Positif Komunikasi Interpersonal (X) terhadap Kepuasan Nasabah (Y). Populasinya yaitu nasabah BCA KCP Menara Imperium yang berkantor di Gedung Imperium dan dengan teknik pengambilan dengan metode sensus berjumlah 103 responden. Hasil penelitian menunjukkan , hasil analisa data Pengaruh Sikap Positif Komunikasi Interpersonal Customer Service Terhadap Kepuasan Nasabah Pengguna Jasa E-Banking diketahui nilai koefisien korelasi sebesar 0,796 dengan tingkat korelasi tergolong kuat. Kata Kunci : Sikap Positif, Komunikasi Interpersonal, Customer Service, Kepuasan Nasabah

Item Type: Thesis (S1)
Call Number CD: FK/PR. 20 012
Call Number: SK/42/21/072
NIM/NIDN Creators: 44216110111
Uncontrolled Keywords: Sikap Positif, Komunikasi Interpersonal, Customer Service, Kepuasan Nasabah
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 155 Differential and Developmental Psychology/Psikologi Diferensial dan Psikologi Perkembangan > 155.9 Environmental Psychology/Psikologi Lingkungan > 155.93 Influence of Specific Situations/Pengaruh Situasi Tertentu
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 > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal
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
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Rifky
Date Deposited: 01 Apr 2023 04:13
Last Modified: 01 Apr 2023 04:13
URI: http://repository.mercubuana.ac.id/id/eprint/51313

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