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Hubungan Kredibilitas Customer Service Dengan Kepuasan Nasabah PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi
Audy Agitha NIM. (2018) | Skripsi | Ilmu Komunikasi
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Ringkasan
Penelitian ini bertujuan untuk mengetahui sejauhmana Hubungan Kredibilitas Customer Service Dengan Kepuasan Nasabah PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi. Untuk menjawab masalah diatas peneliti menganalisa hubungan keahlian customer service dengan kepuasan nasabah, keterpercayaan customer service dengan kepuasan nasabah, daya tarik customer service dengan kepuasan nasabah, dan kredibilitas customer service dengan harapan nasabah, kredibilitas customer service dengan keberhasilan nasabah. Dalam penelitian ini, peneliti menggunakan metode penelitian kuantitatif dengan studi korelasional. Sampel dari penelitian ini adalah nasabah di PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi yang berjumlah 82 orang dengan menggunakan teknik sampling yaitu accidental sampling. Data dikumpulkan melalui penyebaran angket, wawancara, observasi, studi literatur, dan penulusuran data online. Teknik analisis data yang digunakan untuk melihat hubungan antara variabel digunakan rumus korelasi pearson product moment. Data yang diperoleh dari hasil penyebaran angket diberi skor, diolah dan dianalisis dengan menggunakan SPSS versi 17. Hasil penelitian menunjukkan adanya hubungan yang signifikan antara faktor keahlian customer service dengan kepuasan nasabah, keterpercayaan customer service dengan kepuasan nasabah, daya tarik customer service dengan kepuasan nasabah, dan ada hubungan yang signifikan antara kredibilitas customer service dengan harapan nasabah, kredibilitas customer service dengan keberhasilan nasabah PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi. Kesimpulan dari penelitian ini bahwa hasil pengolahan data dan pengujian hipotesis, menunjukkan jika H0 ditolak, dengan demikian hipotesis penelitian H1 diterima. Berdasarkan hal tersebut terlihat bahwa adanya hubungan yang signifikan antara kredibilitas customer service dengan kepuasan nasabah PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi. Saran yang dapat disampaikan pada penelitian ini adalah peningkatan kredibilitas customer service dapat dilakukan dengan cara briefing serta evaluasi kinerja setiap harinya, sehingga kredibilitas customer service dapat meningkat begitu pun dengan kepuasan nasabah PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi.
Ringkasan Alternatif
This research is aims to know how far credibility relationshiop of customer service with customer satisfaction PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi. To answer the above problems researcher analyze relationships of customer service expertise with customer satisfaction, customer service trustworhiness with customer satisfaction, customer service likebility with customer satisfaction, and credibility of customer service with customer expectations, credibility of customer service with customer success. In this research, researcher used quantitative research methods with correlational studies. The sample of this research is 82 customers PT. Bank Negara Indoensia (Persero) Tbk (BNI) Pojok Cimahi by using sampling technique that is accidental sampling. Data were collected trough questionnaires, observations, literature studies, and online data research. Data analysis techniques used to see the relationship between variables is used the formula of correlation pearson product moment. Data obtained from the results of questionnaires were scored, processed, and analysed by using SPSS version 23. The results of this research indicate the presence there is a significant relationship between customer service expertise with customer satisfaction, customer service trustworhiness with customer satisfaction, customer service likebility with customer satisfaction, and there is a significant relationship between credibility of customer service with customer expectations, credibility of customer service with customer success. Conclusion from this research that result of data processing and the hypothesis shows if H0 is rejected thus H1 research hypothesis accepted. Based on it is seen that there is a significant relationship between credibility relationshiop of customer service with customer satisfaction PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi. Suggestions that can be submitted in this research is an increase in credibility of customer service can be done by way of briefing and performance evaluation in every day. So that credibility of customer service can increase and in the same way with customer satisfaction PT. Bank Negara Indonesia (Persero) Tbk (BNI) Pojok Cimahi.