Pengaruh Pelayanan Customer Service terhadap Kepuasan Nasabah Bank BTN Kantor Cabang Medan

Abstract

Quality service is of course determined by good employee performance. The employee who most often meets and also handles customers is customer service. Customer service is one of the parts whose job is to serve customers so that customer service becomes the front and main part of a company (banking). To provide improved service is certainly the key to the success of company satisfaction, customer service is one of the factors or keys that can make customers feel satisfied with the services provided. The purpose of this study was to find out whether employee service has an effect on customer satisfaction at Bank BTN Medan Branch Office. This research method is a quantitative approach method, the sample used in this study were 25 customers from PT. State Savings Bank (Persero) Tbk Medan Branch Office. Research certainly uses a survey that is distributed to respondents. The results of the study show that customer service has an influence on customer satisfaction at Bank BTN Medan Branch Office, this is based on the value of the customer satisfaction level, which is equal to 95.6%. This value indicates that customer satisfaction is included in the satisfied category so that this has a good impact on Bank BTN Medan Branch Office.