PENGARUH PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH PADA PT. BANK MANDIRI (PERSERO), TBK. CABANG PAHLAWAN REVOLUSI BARU
Keywords:
Excellent, Service, Customer, SatisfactionAbstract
The purpose of this study was to determine the effect of the Excellent Service on Customer Satisfaction at PT. Bank Mandiri (Persero), Tbk Branch Jakarta Pahlawan Revolusi Baru. Excellent Service is the best service with high quality standards in meeting the expectations and needs of customers and always keep abreast of customer needs at all times, consistently and accurately. While customer satisfaction is a comparison between the reality felt by the customer and what the customer expects. If the customer feels more than expected, the customer satisfaction has been fulfilled. If the customer is satisfied, the customer will conduct a repurchase activity or recommend to other parties the product or service or even the customer will be more loyal to the company. The population in the study were all customers at PT. Bank Mandiri (Persero), Tbk Branch Jakarta Pahlawan Revolusi Baru, totaling as many as 875 customers and the sampling method using Slovin formula with the results of samples taken 90 samples. The data analysis method used in this study is descriptive analysis, validity test, reliability test, normality test. inferential analysis consisting of correlation coefficients, determinant coefficients, significant tests using Sig. and simple linear regression. The results of the analysis of this study indicate that there is a positive relationship and has a strong relationship that is r (Correlation Coefficient) of 0,628 which has been suggested by Sugiyono (2016) and KP (Coefficient of Determination) of 39,4%. The output data that has been processed using SPSS 24 software as seen in table 4.5.6 in the Sig column. F Change = 0,000. Because the significant value of 0,000 is less than ? = 0.05, therefore the decision is rejected H0 and Ha is accepted. It was concluded that there was a significant effect between the Excellent Service (X) to Customer Satisfaction (Y) at PT. Bank Mandiri (Persero) Tbk Branch Jakarta Pahlawan Revolusi Baru.
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