0546051015, JONI FADLI KURNIAWAN (2010) ANALISIS KEPUASAN NASABAH TENTANG LAYANAN PT. BANK RAKYAT INDONESIA Tbk. KANTOR CABANG KOTABUMI LAMPUNG UTARA. Digital Library.
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Abstrak (Berisi Bastraknya saja, Judul dan Nama Tidak Boleh di Masukan)
Abstrak Persaingan dunia usaha yang semakin ketat membuat perusahaan harus mampu memberikan pelayanan yang dapat menciptakan kepuasan kepada pelanggannya. Terdapat lima dimensi kualitas pelayanan yang pada umumnya digunakan untuk mengetahui kepuasan pelanggan yaitu kehandalan (reliability), ketanggapan (responsiveness), jaminan (assurance) empati (emphaty) dan kasat mata (tangible). Perusahaan yang memberikan pelayanan terbaik akan bertahan dalam kompetisi dunia usaha yang semakin ketat dewasa ini. Rumusan masalah dalam penelitian ini adalah: ”Bagaimanakah kepuasan nasabah tentang layanan PT. Bank Rakyat Indonesia Tbk. Kantor Cabang Kotabumi Lampung Utara?” Tujuan penelitian ini adalah untuk mengetahui kepuasan nasabah tentang layanan PT. Bank Rakyat Indonesia Tbk. Kantor Cabang Kotabumi Lampung Utara. Tipe penelitian yang digunakan adalah deskriptif dengan pendekatan kuantitatif. Sampel penelitian adalah nasabah PT Bank Rakyat Indonesia Tbk Kantor Cabang Kotabumi Lampung Utara yang berjumlah 93 orang. Pengumpulan data dilakukan dengan kuesioner dan dokumentasi. Data dianalisis dengan analisis Expected– Received Analysis. Hasil Penelitian ini menunjukkan bahwa pelayanan yang diberikan PT BRI (Persero) Kantor Cabang Kotabumi Lampung Utara belum bisa memuaskan nasabahnya. Hal ini ditunjukkan oleh hasil perhitungan yang menunjukkan bahwa nilai rata-rata received service lebih kecil dibandingkan dengan nilai rata-rata expected service. Demikian pula dengan total nilai received service yang lebih kecil dibandingkan dengan expected service. Kata Kunci : Kepuasan Nasabah, Pelayanan Abstract Competition in business activity influenced to some company must give the services that can create customer satisfaction. There are five dimensions of quality services that used to measure customer satisfaction, consist of reliability, responsiveness, assurance, empathy and tangible. The company that presented best service will be survived in business competition nowadays. The formula of this research is: ”How is the customer satisfaction toward service of PT. Bank Rakyat Indonesia Tbk. Branch Office of Kotabumi North Lampung?” The purpose of this research is to know the customer satisfaction toward service of PT. Bank Rakyat Indonesia Tbk. Branch Office of Kotabumi North Lampung. Research type that used is descriptive wit quantitative approach. Sample of the research are customer of PT. Bank Rakyat Indonesia Tbk. Branch Office of Kotabumi North Lampung counted 93 people. Data collecting technique conducted with questioner and documentation. Data analysis conducted with Expected– Received Analysis. The result of this research is the service of PT. Bank Rakyat Indonesia Tbk. Branch Office of Kotabumi North Lampung not yet create consumer satisfaction. It show with the result of examination that the average value of received service more less the average value of expected service. It same wit the total value of received service more less the total value of expected service. Keyword : Customer Satisfaction, Service
| Jenis Karya Akhir: | Artikel |
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| Subyek: | |
| Program Studi: | Fakultas ISIP > Prodi Ilmu Administrasi Bisnis |
| Pengguna Deposit: | tik 12 . Digilib |
| Date Deposited: | 25 Jan 2016 02:39 |
| Terakhir diubah: | 25 Jan 2016 02:39 |
| URI: | http://digilib.unila.ac.id/id/eprint/19285 |
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