TINGKAT KEPUASAN NASABAH SEBAGAI STANDART PENILAIAN CUSTOMER SERVICE PT. BANK NEGARA INDONESIA (Persero) Tbk. MALANG
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Institusion
Universitas Muhammadiyah Malang
Author
SARI, SISKA PUSPITA
Subject
HG Finance
Datestamp
2015-10-08 04:24:12
Abstract :
This research take title “Level of Customer Satisfaction as a Standard Customer Service Assessment at PT. Bank Negara Indonesia (Persero) Tbk MalangÂâ€. The purpose of this research is to know how much a customer satisfaction level and a value about role and customer service procedur at PT. Bank Negara Indonesia (Persero) Tbk of Malang. In this research used Analysis Technical Data that used Skala Likert for calculation and descriptive qualitative, the method of data analysis that forms the description of the word or the report is received and collected and analyzed so as to obtain a correct conclusion. Data and data sources are primary and secondary data. Technical of data collection used quesioner that give an question to the BNI customer as respondent from this research. From this research can be concluded that Level of Customer Satisfaction and Standard Customer Service Assessment at PT. Bank Negara Indonesia (Persero), Tbk. of Malang is appropriate with the procedur that remain by the company. Based on this research can be concluded that BNI Customer is agree that service provided by customer service is appropriate with the procedur that set and make customer were satisfied with the services provided.
This research take title “Level of Customer Satisfaction as a Standard Customer Service Assessment at PT. Bank Negara Indonesia (Persero) Tbk MalangÂâ€. The purpose of this research is to know how much a customer satisfaction level and a value about role and customer service procedur at PT. Bank Negara Indonesia (Persero) Tbk of Malang. In this research used Analysis Technical Data that used Skala Likert for calculation and descriptive qualitative, the method of data analysis that forms the description of the word or the report is received and collected and analyzed so as to obtain a correct conclusion. Data and data sources are primary and secondary data. Technical of data collection used quesioner that give an question to the BNI customer as respondent from this research. From this research can be concluded that Level of Customer Satisfaction and Standard Customer Service Assessment at PT. Bank Negara Indonesia (Persero), Tbk. of Malang is appropriate with the procedur that remain by the company. Based on this research can be concluded that BNI Customer is agree that service provided by customer service is appropriate with the procedur that set and make customer were satisfied with the services provided.
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