PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PT. BANK NEGARA INDONESIA (PERSERO) TBK CABANG DAAN MOGOT

NURLIA, ELVA NITA (2020) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PT. BANK NEGARA INDONESIA (PERSERO) TBK CABANG DAAN MOGOT. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Banking as an industry has made significant progress in Indonesia, resulting in intense competition nationally and even globally. Service quality has a positive effect on customer satisfaction. Good service quality has an important meaning for the company's survival because it can create customer satisfaction. In order to increase customer satisfaction, the bank prepares employees who are able to handle the needs and desires of its customers, namely Customer Service. The theory used in this research is Organizational communication theory in which organizational communication is a process of sending and receiving messages or information both formally and informally which aims to improve performance in an organization or company and minimize the appearance of differences or misunderstandings in interpreting information. This research is quantitative with using the positivist paradigm to find or obtain information about the causal relationship which is commonly used to predict a social phenomenon or human activity. The data collection technique was carried out by distributing questionnaires to 78 respondents who were customers of the Daan Mogot branch of the BNI bank. The sampling technique in this study was using purposive technique. Based on the results of the research and data analysis that has been done, it is found that The quality of customer service has a positive and significant effect on customer satisfaction. Keywords: Service Quality, Customer Satisfaction, Customer Service Perbankan sebagai salah satu industri mengalami kemajuan yang signifikan di Indonesia, sehingga terjadi persaingan yang ketat secara nasional bahkan global. Kualitas pelayanan berpengaruh positif terhadap kepuasan nasabah. Kualitas pelayanan yang baik memiliki arti penting bagi kelangsungan hidup perusahaan karena dapat menciptakan kepuasan nasabah. Dalam rangka meningkatkan kepuasan nasabah, bank menyiapkan karyawan yang mampu menangani kebutuhan dan keinginan nasabahnya, yaitu Customer Service. Teori yang digunakan dalam penelitian ini adalah teori komunikasi organisasi dimana komunikasi organisasi merupakan suatu proses pengiriman dan penerimaan pesan atau informasi baik secara formal maupun informal yang bertujuan untuk meningkatkan kinerja dalam suatu organisasi atau perusahaan dan meminimalisir munculnya perbedaan atau ketidakmengertian (miss understanding) dalam memaknai sebuah informasi. Penelitian ini bersifat kuantitatif dengan menggunakan paradigma positivise untuk menemukan atau memperoleh informasi tentang hubungan sebab akibat yang biasa dipergunakan untuk memprediksi suatu gejala sosial atau aktivitas manusia. Teknik pengumpulan data dilakukan dengan cara menyebarkan kuesioner kepada 78 responden yang merupakan nasabah bank BNI cabang Daan Mogot. Teknik pengambilan sampel pada penelitian ini menggunakan Teknik Purposive. Berdasarkan hasil dari penelitian dan analisis data yang telah dilakukan, diperoleh hasil bahwa kualitas pelayanan customer service berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah, Customer Service

Item Type: Thesis (S1)
NIM/NIDN Creators: 44216010085
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Nasabah, Customer Service
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 > 155.91 Influence of Physical Environment and Conditions/Pengaruh Lingkungan dan Kondisi Fisik
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 > 155.91 Influence of Physical Environment and Conditions/Pengaruh Lingkungan dan Kondisi Fisik > 155.911 Influence of Sensory Stimuli/Pengaruh Stimuli Sensori
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
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 19 Oct 2023 06:25
Last Modified: 19 Oct 2023 06:25
URI: http://repository.mercubuana.ac.id/id/eprint/82824

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