文章基本信息

标题：TINGKAT KEPUASAN NASABAH TERHADAP STANDAR PELAYANAN (STUDI KASUS PADA PT. BANK X DI PALEMBANG)
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作者：Rika Lidyah ; Sherly Anggraini
期刊名称：Nurani
印刷版ISSN：1693-8437
电子版ISSN：2460-9102
出版年度：2014
卷号：14
期号：1
页码：51-72
DOI：10.19109/nurani.v14i1.101
出版社：Universitas Islam Negeri Raden Fatah
摘要：Service is a process of assistance to others in certain ways that require sensitivity and interpersonal relationships in order to create satisfaction and success. Satisfaction is feeling happy or disappointed someone who comes after comparing the performance (results) is thinking of product performance (results) are expected. The purpose of this study is the first, to find out what factors affect the level of customer satisfaction with standards of service at PT. Bank X Palembang, and second, to find out what factors affect the level of customer satisfaction with standards of service at PT Bank X Palembang. The sample was taken is the customers who have experienced the service at PT. Bank X Palembang obtained a sample of 47 respondents. This sample was taken by way of non-probability sampling with Accidental sampling techniques. The results showed, first, the analysis of two pairs hypothesis test (different tests) show that there is a difference between the performance perceived by the customer expectations of service standards at PT. Bank X Palembang, this shows the bank's performance is still not fully meet customer expectations. Second, factors that affect the highest customer satisfaction level of service standards at PT. Bank X Palembang ie employees to be friendly and polite registration.
关键词：kepuasan;pelayanan;persepsi;bank.