| dc.description.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. | en_US |
