ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PADA PT BANK KB BUKOPIN TBK. KANTOR CABANG UTAMA A. RIVAI PALEMBANG

REZITA, PUTRI MAHARANI (2023) ANALISIS KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PADA PT BANK KB BUKOPIN TBK. KANTOR CABANG UTAMA A. RIVAI PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.

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Abstract

Penelitian ini berjudul Analisis Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah pada PT Bank KB Bukopin Tbk., Kantor Cabang Utama A. Rivai Palembang dengan tujuan untuk mengetahui kualitas pelayanan customer service terhadap kepuasan nasabah dan indikator kualitas pelayanan prima mana yang lebih dominan. Laporan ini menggunakan jenis data kualitatif yang diperoleh dari hasil observasi dan wawancara serta data kuantitatif yang diperoleh dari pengolahan kuesioner. Sumber data laporan ini berasal dari data primer yang didapatkan melalui penyebaran kuesioner dan data sekunder yang diperoleh dari buku-buku, jurnal dan juga data yang langsung didapatkan dari perusahaan. Populasi dalam penelitian ini adalah nasabah PT Bank KB Bukopin Tbk., Palembang dengan menggunakan 100 sampel. Metode analisis yang digunakan yaitu metode kuantitatif dengan menggunakan skala likert. Hasil penelitian ini menunjukkan bahwa customer service telah menerapkan indikator pelayanan prima dengan baik sehingga memperoleh total skor rata-rata 86,3% dengan interpretasi skor “Sangat Tinggi”serta kepuasan konsumen mendapatkan total skor rata-rata 85,5% dengan interpretasi skor “Sangat Tinggi”. Indikator pelayanan prima yang paling dominan pada perusahaan ini adalah indikator “Penampilan (Appearance)” yang mendapatkan total skor 90,4% dengan interpretaso skor sangat tinggi. Hal ini menunjukkan bahwa kualitas layanan customer service sudah sesuai dengan indikator pelayanan prima dan nasabah sudah merasa puas dengan kualitas layanan yang diberikan. Customer service diharapkan dapat terus mempertahankan serta meningkatkan kualitas pelayanan yang diberikan.

Item Type: Thesis (Other)
Uncontrolled Keywords: kepuasan, kualitas layanan, pelayanan prima.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HG Finance
Divisions: Business Management > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 12 Feb 2024 02:55
Last Modified: 12 Feb 2024 02:55
URI: http://eprints.polsri.ac.id/id/eprint/14405

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