ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP PELAYANAN BANK MANDIRI CABANG ZAINUL ARIFIN MEDAN
Abstract: The objective of
this research is to analyze the level of customer satisfaction of PT. Bank
MandiriTbk branch Zainul Arifin. It uses random sampling method by interviewing
100 banks' customers. The method usedin this research is descriptive analysis
by measuring Customer Satisfaction Index (CSI), Importance Performance Analysis
(IPA) from 5 (five) indicators namely Tangibles, Reliability, Responsiveness,
Assurance, and Emphaty. The research reveals that the customers are satisfy to
the services of PT. Bank Mandiri branch Zainul Arifin Medan with the level of
CSI is as much as 66.26%. Based on Importance Performance Analysis (IPA), 6attributes are categorized as "priority improvement", and 10 attributes are as "keep up the
good work". Subsequently, there are
4 attributes are categorized as "possible overkill" and 2 attributes
are as"low priority"
Penulis: Erlida Rosa Paidi
Hidayat
Kode Jurnal: jpmanajemendd130754
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