Pengaruh Kualitas Pelayanan Customer Service terhadap Kepuasan Nasabah pada PT Bank X
The Effect of Customer Service Quality on Customer Satisfaction at PT Bank X
Abstract
The purpose of this study was to determine the effect of Customer Service
quality on customer satisfaction at PT Bank X in improving service quality,
especially in the banking sector which is highly dependent on customer trust and
loyalty. In this case the service quality variable is measured consisting of five main
dimensions of tangibles (physical evidence), reliability, responsiveness, assurance,
and empathy. The reliability and assurance dimensions have the most dominant
influence in shaping customer satisfaction. Therefore, improving service quality,
especially in the aspects of reliability and assurance, is highly recommended to
increase customer satisfaction and loyalty in the future.
Collections
- Diploma Papers [168]