TINJAUAN CUSTOMER SATISFACTION PADA PT BANK NEGARA INDONESIA

Darin Esa Arya, . (2024) TINJAUAN CUSTOMER SATISFACTION PADA PT BANK NEGARA INDONESIA. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Customer satisfaction is something that is experienced individually based on their perceptions when carrying out transactions or afterwards with producers or service providers. Customer satisfaction is very important for companies because satisfied customers will increase customer loyalty and the company's image. In the end they will become loyal customers and can promote what they feel to potential customers. Companies that can provide maximum satisfaction to their customers will be able to produce loyal customers. The aim of this research is to find and analyze the level of customer satisfaction from the services and products provided by PT Bank Negara Indonesia (Persero) Tbk (Bank BNI). The main focus of this research is to determine the factors that influence customer satisfaction and find areas that require improvement to increase customer experience and loyalty. For this research, questionnaires were distributed to BNI Bank customers. The level of customer satisfaction, respondent profile, and the relationship between the variables studied were evaluated using descriptive and inferential statistics.

Item Type: Thesis (Tugas Akhir)
Additional Information: No.Panggil: 2110101042 Pembimbing: Diana Tri Wardhani Penguji 1: Suharyati Penguji 2: Marlina
Uncontrolled Keywords: Customer Satisfaction, Service Quality, Customer Loyalty
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HG Finance
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII)
Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII)
Depositing User: DARIN ESA ARYA
Date Deposited: 02 Oct 2024 03:43
Last Modified: 02 Oct 2024 03:43
URI: http://repository.upnvj.ac.id/id/eprint/31315

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