Path: Top Journal Jurnal_Ekonomi 2005

Analisis Pengaruh Bentuk-bentuk Pelayanan terhadap Kepuasan Nasabah Bank

Jurnal Ekonomi, Volume 9, Nomor 2, Juni 2005
Journal from JIPTUNMERPP / 2012-08-08 12:14:25
Oleh : Sumartini Syamsul, Faculty of Economics Merdeka University Malang
Dibuat : 2005-06-01, dengan file

Keyword : Customer satisfaction, servicing forms, banking customer

This research discusses the influence of servicing forms toward the customer Satisfac-
tion at the banking sector in order to find out the influence of the servicing form as completion of complaint facilities, as well as informational service toward the customer satisfaction, and to find out the ost dominant servicing form in creating the customer satisfaction. Ypothesis of this research are as folow : fist it is estimated that the servicing forms, such as completing variables of complaint, facilities and informational service have an influence toward the customer satisfaction. Second, it is estimated that the completion variable of complant has dominant influence toward the customer satisfaction. Result of the research showns a significant influence between independent variable, such as completion of complaint (X), facilities (X), and informational service (X) and dependent variable, such as the customer satisfactio on the bank servicing process. The competion variabe of complaint (X), is the most dominant, the customersatisfaction, and it can be proved statistically by showing the partial coefficient volue of a.297

Deskripsi Alternatif :

This research discusses the influence of servicing forms toward the customer Satisfac-
tion at the banking sector in order to find out the influence of the servicing form as completion of complaint facilities, as well as informational service toward the customer satisfaction, and to find out the ost dominant servicing form in creating the customer satisfaction. Ypothesis of this research are as folow : fist it is estimated that the servicing forms, such as completing variables of complaint, facilities and informational service have an influence toward the customer satisfaction. Second, it is estimated that the completion variable of complant has dominant influence toward the customer satisfaction. Result of the research showns a significant influence between independent variable, such as completion of complaint (X), facilities (X), and informational service (X) and dependent variable, such as the customer satisfactio on the bank servicing process. The competion variabe of complaint (X), is the most dominant, the customersatisfaction, and it can be proved statistically by showing the partial coefficient volue of a.297

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiF
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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  • Editor: Wiwik Supriyanti, Dra. SS.