BARINGIN, ROSIANA (2015) KUALITAS PELAYANAN TELLER BAGI KEPUASAN NASABAH TABUNGAN PESIRAH PADA BANK SUMSEL BABEL CAPEM SAKO KENTEN PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Text (COVER)
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III GAMBARAN UMUM PERUSAHAAN)
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Text (BAB IV PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Abstract
The purpose of this report was to know the level of teller service quality to customer satisfaction at Bank Sumsel Babel Capem Kenten Sako. The report was based on five dimensions of service quality there are tangibles, responsiveness, reliability, assurance and empathy. The author used the quatitative method with the formula score interpretation process data from the questionnaire. This research took a sample of 97 respondents. They are customers at Bank Sumsel Pesirah Babel Capem Kenten Sako. The results of this report are the quality of service teller provided is good so that the average customer have been satisfied. The variables that get the highest satisfaction are variable reliability with an average value is 82.6% interpretations score and the lowest satisfaction was variable tangibles with the average value of the interpretation score is 79.4%. Based on the research results, so the author hopes that Bank Babel Sumsel can improve the quality of service in tangibles dimension by adding amenities such as benches in the waiting room and equipment such as UV light to accelerate the delivery of services and make customers more satisfied.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Service Quality, Consumer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 13 Jan 2016 03:57 |
| Last Modified: | 13 Jan 2016 03:57 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2373 |
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