ANALISIS KUALITAS PELAYANAN FRONTLINER TERHADAP KEPUASAN NASABAH PADA BANK BUKOPIN CAPEM CAKUNG JAKARTA TIMUR

  • Rudianto Rudianto Institut Bisnis dan Multimedia ASMI
  • Sindhutama Iwan Putra Institut Bisnis dan Multimedia ASMI
Keywords: Quality, Service, Customer, Satisfaction

Abstract

The purpose of this research to know the effect of quality service Frontliner to customer satisfaction at Bank BUKOPIN Capem Cakung East Jakarta. Service quality variables consisting of several indicators, among others: Tangible (physical evidence) is the appearance of employees are good and good and completeness of work equipment. Realititation (reliability), which is the ability to provide guidance on the products provided as well as fast and precise service. Responsivenes (Tangapan), is a very friendly and communicative in serving and handling complain customers quickly and precisely. Assurance, namely to maintain a good image in the eyes of people and customers in particular and ensure the safety of all customer deposits. Emphaty (caution) is to give sincere attention to the customer who complain and provide a good service when the customer is doing transactions. Customer satisfaction is reflected by what is received by the customer of Bank BUKOPIN Capem Cakung from the services provided by Bank BUKOPIN Capem Cakung. This satisfaction as a result of the quality of service in the form of response given by Bank BUKOPIN Capem Cakung through elements of physical evidence (tangibles), Reliability (Realibility), Responses (responsiveness), guarantees (assurance) and empathy (Emphaty).

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Published
2017-09-05