PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH BANK BNI UNIVERSITAS LAMBUNG MANGKURAT (ULM) BANJARMASIN

Faradilla, Sarah Saskia (2023) PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH BANK BNI UNIVERSITAS LAMBUNG MANGKURAT (ULM) BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

SARAH SASKIA FARADILLA. NPM. 18110174. Pengaruh Komunikasi Interpersonal Customer Service terhadap Kepuasan Nasabah Bank BNI Universitas Lambung Mangkurat (ULM) Banjarmasin. Penelitian ini bertujuan untuk mengetahui pengaruh antara komunikasi interpersonal customer service terhadap kepuasan nasabah Bank BNI Universitas Lambung Mangkurat Banjarmasin. Metode yang digunakan adalah dengan melakukan pendekatan penelitian secara kuantitatif dan pengumpulan data dengan kuesioner, sampel penelitian yang digunakan berjumlah 100 responden. Pengaruh komunikasi interpersonal customer service terhadap kepuasan nasabah pada Bank BNI Universitas Lambung Mangkurat Banjarmasin mempunyai nilai signifikan sebesar 0,000 yang lebih kecil dari 0,05 sehingga dapat disimpulkan bahwa hipotesis dalam penelitian ini dapat diterima yaitu terdapat pengaruh signifikan antara komunikasi interpersonal terhadap kepuasan nasabah Bank BNI Universitas Lambung Mangkurat Banjarmasin. Hasil penelitian berdasarkan nilai t hitung sebesar 3.732 sedangkan t tabel 1.660, karena t hitung dari variabel tersebut lebih besar dari t tabel, sehingga dapat disimpulkan bahwa secara parsial variabel komunikasi interpersonal berpengaruh positif terhadap variabel kepuasan nasabah. ABSTRACT SARAH SASKIA FARADILLA. NPM. 18110174. The Effect of Customer Service Interpersonal Communication on Customer Satisfaction at BNI Bank Lambung Mangkurat University (ULM) Banjarmasin. This study aims to determine the effect of interpersonal communication on customer service on customer satisfaction at Bank BNI, Lambung Mangkurat University, Banjarmasin. The method used is a quantitative research approach and data collection by questionnaires, the research sample used is 100 respondents. The influence of customer service interpersonal communication on customer satisfaction at Bank BNI, University of Lambung Mangkurat Banjarmasin has a significant value of 0.000 which is smaller than 0.05 so it can be concluded that the hypothesis in this study is acceptable, namely there is a significant influence between interpersonal communication on customer satisfaction at Bank BNI University Stomach Mangkurat Banjarmasin. The results of the study were based on the t-count value of 3.732 while the t-table was 1.660, because the t-count of these variables was greater than t-table, so it can be concluded that partially interpersonal communication variables have a positive effect on customer satisfaction variables.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Komunikasi Interpersonal dan Kepuasan Nasabah Interpersonal Communication and Customer Satisfaction
Subjects: H Social Sciences > HN Social history and conditions. Social problems. Social reform
Depositing User: Desy Sri Rizky
Date Deposited: 27 Dec 2023 03:44
Last Modified: 27 Dec 2023 03:44
URI: http://eprints.uniska-bjm.ac.id/id/eprint/18794

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