ANALISIS KEPUASAN NASABAH DALAM KUALITAS PELAYANAN JASA PADA PT. BANK RAKYAT INDONESIA (PERSERO) CABANG MARTAPURA UNIT RATU ELOK
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Abstract
Abstract,
Problem this research is unsatisfaction customer to the service of
PT. Bank Rakyat Indonesia (Persero) Cabang Martapura Unit Ratu Elok.
The population and sample are 100 customer of PT.Bank Rakyat
Indonesia (Persero) Cabang Martapura Unit Ratu Elok.
The result of this research show the service is already good and almost
satisfy the customer but still there is a problem such as the teller quantity is not
enough, there is no place for customer to complaint and there is no information
if the system is broken. Based on the respond/answer that questioned to the
customer, the variable that have good result is reliability, on the contrary the
variable that have bad result is tangibles. The bank should pay more attention
to the complaint of the customer and immedietly do everything to fix it, so the
customer will not disappointed anymore with the service and the facility
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