Pelayanan Prima dan Budaya Perusahaan dalam Meningkatkan Citra di Bank BTN KC Medan

Abstract

The problem in this research is the importance of excellent service quality for every company employee to customers, so that companies can improve service for the better and build trust and create customer loyalty. This type of research uses quantitative research. The population in this study were all customers of PT Bank Tabungan Negara (Persero), Tbk, Medan Branch Office. The samples taken from this study were 25 people from customers. The sampling technique in this study used a proportional stratified random sampling technique with the help of the SPSS version 22 for windows data processing program. Data analysis used multiple linear regression, the following results were obtained: The results of the partial test (t test) on the Excellent service variable were t-count 3.109 > t-table 2.0129, which means that there is a positive and significant influence in improving the image of Bank BTN KC Medan. Meanwhile, for the yield incentive variable partial test (t test) of tcount 1.936 > ttable 2.0129 Sig. 0.00 > 0.05 means that there is an influence of corporate culture in enhancing the image of Bank BTN KC Medan. Based on the results of the simultaneous test, the Fcount value is 15.108 while the Ftable is 2.81 (15.108 > 0.05) while the significant level is less than 0.05 (0.00 <0.05) which means that there is a significant positive effect between the influence of excellent service and corporate culture in improving the image of Bank BTN KC Medan. Based on the test of the coefficient of determination, the value of Adjusted R Square is 0.463 (46.3%). This means that the ability of the independent variables in this study affects the dependent variable by 46.3% while the remaining 53.7% can be explained by variables other than the independent variables.