Customer Satisfaction Analysis (Case Study at PT. Bank Rakyat Indonesia (Persero) Kolaka Branch)

Authors

  • Indri Setyawati Universitas Mandala Waluya
  • Sunita Firdayana Entrepreneurship Study Program Mandala Waluya University
  • Almayra Entrepreneurship Study Program Mandala Waluya University
  • Adhe arya Pramana Entrepreneurship Study Program Mandala Waluya University

Keywords:

Customer Satisfaction, Reliability, Responsiveness, Assurance, Empathy, Physical Appearance, Cartesian Diagram.

Abstract

This study aims to analyze the customer satisfaction of PT. Bank Rakyat Indonesia (Persero) Kolaka Branch. The analytical tool used is a Cartesian diagram with the object of research, namely customers of PT. Bank Rakyat Indonesia (Persero) Kolaka Branch. These results indicate that the level of customer satisfaction dominates in quadrant A, which means that the level of customer satisfaction is the main priority for the company.

References

Buchari Alma, 2017. Manajemen Pemasaran dan Pemasaran Jasa.Alfabeta.Bandung.

Hadiati, Sri dan Sarwi, 2018. Analisis Kinerja Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Telkomsel Malang Area. Jurnal Manajemen dan Kewirausahaan Vol.1, September 56-64

Ika Mustanti, 2015. Pengaruh Pelayanan Customer Service, Tingkat Suku Bunga dan Realisasi Pencairan Kredit terhadap Kepuasan Nasabah paada PT. BPRKroya Bangun Artha Kabupaten Cilacap. Skripsi, STIE Satria. Purwokerto.

Indriantoro, Nur dan Supomo, 2012. Metode Penelitian Bisnis. BPFEYogyakarta.

Kasmir, 2014. Bank dan Lembaga Keuangan Lainnya. PT. Raja Grafindo Persada.Jakarta.

Kasmir. 20015. Manajemen Perbankan, jilid 4 Cetakan 4. Radja grafindo Persada, Jakarta.

Kotler,P. 2018. Manajemen Pemasaran jilid 9. Prenhallindo, Jakarta.

Philip Kotler,2010. Manajemen Pemasaran(Analisis, Perencanaan,ImplementasidanKontrol).PT.Prenhallindo.Jakarta

Sugiyono, 2006. Metode Penelitian Bisnis. Alfabeta, Bandung.

Downloads

Published

2022-03-29

How to Cite

Setyawati, I., Sunita Firdayana, Almayra, & Adhe arya Pramana. (2022). Customer Satisfaction Analysis (Case Study at PT. Bank Rakyat Indonesia (Persero) Kolaka Branch). International Journal of Management and Education in Human Development, 2(01), 356–361. Retrieved from https://ijmehd.com/index.php/ijmehd/article/view/239

Issue

Vol. 2 No. 01 (2022): March 2022

Section

Articles

License

Copyright (c) 2022 International Association of Management and Human Resource Development

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.