TA DIGITAL
Analisis kepuasan nasabah terhadap pelayanan BRI cabang Semarang Pandanaran
The purposes of the research are to find out the level of customers satisfaction of service provided at BRI Semarang Pandanaran Branch and to find out which service variables should be improved.
The methods in collecting data were interview, observation, literature study and questionnaire. Data that were used for this research were secondary data and primary data. Primary data were acquired by spreading the distributing questionnaire to 30 customers at BRI Semarang Pandanaran Branch. Samples were taken by purposive sampling technique of 30 customers at BRI Semarang Pandanaran Branch. The methods used to analyze data were validity test, reliability test, customer satisfaction index, diagram cartesius. The variables of this research were dimensions of service namely: tangibility, reliability, responsiveness, assurance,
empathy.
The analysis shows that value of diagram cartesius was average performance between 3.57 to 4.13. it means that performance of the management of BRI Semarang Pandanaran Branch was good. The result of customers satisfaction index for dimension tangibility, reliability, responsiveness, assurance, and empathy shaws about 76-100% so it belongs to the satisfying category.
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