Analisa Faktor yang Mempengaruhi Tingkat Kepuasan Nasabah terhadap Pelayanan PT Bank Mandiri Cabang Cemara Asri

Abstract

ABSTRACT PT. Bank Mandiri Tbk is a National Firm in banking that has function to save money and as financial transaction facilitator. In solving finance business, all of employee of PT. Bank Mandiri Tbk focus and make a higher standart in service to make a comfort and satisfaction for customers. Since customer satisfaction is one of strategy that connect information and product which offer to the customers, therefore this research analyze the business strategy of PT Bank Mandiri Tbk especially Cemara Asri Branch which supported by Employee Skill, Facility, Service, and Product with exploratory factors analysis. The results show KMO 0,774, it means the data has satisfied the assumption of enough data and Bartlett’s test with Sig. chi-square 0.000. Common factor formed just one factor because only one component which has eigenvalue > 1. Factor 1 named Credibility Factors’. Factor which have the largest effect to the customer satisfaction is Service. It perhaps customers of Cemara Asri Branch most dominated by Tionghoa that their occupation is business. Keywords: Factor, PT Bank Mandiri Tbk Cemara Asri Branch.