文章基本信息

标题：ANALYSIS OF CUSTOMER SATISFACTION LEVEL TOWARD SERVICE QUALITY ON BANK MANDIRI CLIENT.
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作者：Ayu Kirana Sawitri ; Hadir Hudiyanto
期刊名称：Faculty of Economics
出版年度：2009
卷号：0
期号：0
语种：English
出版社：Faculty of Economics
摘要：Customer satisfaction will be the level of service quality of a bank is anunbeatable advantage. Satisfaction will occur when consumers show a strongloyal attitude. In terms of practical, behavior-based definition of loyalty is veryinteresting because record sales and profits achieved only if consumers makereal actions, ie we buy or use these products. Or variable data used are primarydata where the data is taken based on the research questionnaire directly to theconsumer. Which comprises of 80 respondents and 16 questions from the fivedimensions of reliability, responsibility, assurance, emphaty, and tangible. Theanalysis tools are Likert scale, and chi square test. Chi Square calculation resulttable that is 114.991327. accepted Ho, Ha is received, which means customerswill be satisfied with the quality of services provided by Bank Mandiri.