Pengaruh Sikap Karyawan terhadap Kepuasan Nasabah pada PT Bank Sumut Cabang Medan Sukaramai

Abstract

The study aims to assess and determine how much influence of employee attitudes to customer satisfaction on PT Bank Sumut Medan Sukaramai Branch in order to improve the quality of human resources in providing service customer. The research method which seen from the data types of research is using a quantitative approach however from the research problem is using assousiative approach. This study used probability sampling with simple random sampling techniques. The population in this study is all customer of tabungan martabe and tabungan simpeda on PT Bank Sumut Medan Sukaramai Branch into used banking services. For sampling, slovin formula is used with 10% critical value and resulting 100 respondents. Primary data is taken from quetionairres which are distributed directly to respondents and direct interviews with customer service and teller (frontliner) and customer. Score measurement technique for research is likert scale. Research’s instrument is tested by validity and reliability tests. Data analysis technique for this research is normality test, simple linier regression, t test is used for hypotesis testing, and also use test analysis of the coefficent of determinantion (R2 ). Data analyisis result which using normality test is not infringe the assumption of normalitas. The result of simple linier regression analysis showed the employee attitude (X) influence positively to customer satisfaction on PT Bank Sumut Medan Sukaramai Branch (Y). Partially, employee attitude variable (X) has t count is 13,059 that is bigger than 1,984 with significancy 0,000 that is smaller than 0,005, it means H0 is rejected and Ha is accepted. This means that employee attitude (X) positively and significantly influence to customer satisfaction (Y). Overall regression analysis result showed coefficient of corelation (R) as 0,797 or 79,7% which means the correlation between employee attitude (X) and customer satisfaction (Y) has a very close relationship.