Pengaruh kualitas pelayanan customer service terhadap tingkat kepuasan konsumen pada Bank Central Asia kantor cabang pembantu Duta Gardenia = The effect of customer service quality on customer satisfaction levels at Bank Central Asia (BCA) Duta Gardenia sub-branch offices (KCP)

Rusady, William (2021) Pengaruh kualitas pelayanan customer service terhadap tingkat kepuasan konsumen pada Bank Central Asia kantor cabang pembantu Duta Gardenia = The effect of customer service quality on customer satisfaction levels at Bank Central Asia (BCA) Duta Gardenia sub-branch offices (KCP). Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pelayanan customer service merupakan hal penting dan utama dalam perusahaan perbankan. Customer service memiliki peranan langsung dalam berhadapan dengan konsumen, yang bertujuan untuk memberikan pelayanan kepada setiap konsumen. Dalam BCA KCP Duta Gardenia terdapat kendala dimana tingkat kepuasan konsumen di BCA KCP Duta Gardenia berada pada nilai dibawah 4.5 dari 5. Tujuan dari penelitian yang dilakukan adalah untuk mengetahui apakah terdapat pengaruh dari pelayanan customer service yang diberikan terhadap kepuasan konsumen pada Bank Central Asia Kantor Cabang Pembantu Duta Gardenia. Jenis penelitian yang akan digunakan oleh peneliti yaitu penelitian kuantitatif deskriptif, dengan metode pengumpulan data studi pustaka dan teknik kuesioner. Teknik dalam pengambilan sampel yang digunakan dalam penelitian ini yaitu teknik nonprobability sampling dengan metode quota sampling, kemudian semua data yang didapatkan akan diolah dengan sistem SPSS dengan metode analisis linier dengan total responden sebanyak 100 responden. Berdasarkan hasil analisis linier ditunjukkan bahwa kualitas pelayanan customer service memiliki pengaruh yang positif terhadap kepuasan konsumen yang dapat dilihat dalam nilai thitung sebesar 7.968 yang lebih besar dari nilai ttabel yaitu 1.968. Kualitas pelayanan yang diberikan oleh customer service memiliki pengaruh sebesar 39.3% yang dapat dilihat dalam hasil uji koefisien determinasi yang menunjukkan angka R Square sebesar 0.393. / Customer service is an important and main thing in a banking company. Customer service has a direct role in dealing with consumers, which aims to provide services to every consumer. In BCA KCP Duta Gardenia there are obstacles where the level of customer satisfaction at BCA KCP Duta Gardenia is below 4.5 out of 5. The purpose of this research is to determine whether there is an effect of customer service provided on customer satisfaction at Bank Central Asia Duta Gardenia Sub-Branch Office. The type of research that will be used in this project was quantitative descriptive research, with using literature study data collection methods and questionnaire techniques. The sampling technique used in this research was nonprobability sampling technique with quota sampling method, then all the data obtained will be processed by the SPSS system with linear analysis method with a total 100 respondents. Based on the results of linear analysis by SPSS system it’s shown that the quality of customer service has a positive influence on customer satisfaction which can be seen in the thitung value of 7.968 which is greater than the ttabelvalue of 1.968. The quality of service provided by customer service has an influence of 39.3% which can be seen in the test results of the coefficient of determination which shows the R Square number of 0.393.

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