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All Journal Patria Artha Management Journal
Jusri, Jusri Jusri
Sekolah Tinggi Ilmu Ekonomi Makassar Maju
Economics, Econometrics & Finance

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PERAN KARYAWAN FRONT OFFICE TERHADAP CUSTOMER ENGAGEMENT NASABAH BANK MUAMALAT KOTA MAKASSAR Nidar, Hasnidar Asni; Jusri, Jusri Jusri
Patria Artha Management Journal Vol 3, No 1 (2019): Patria Artha Manajemen Journal
Publisher : Patria Artha University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (7.612 KB) | DOI: 10.33857/pamj.v3i1.212

Abstract

The high level of banking competition is no longer focused on consumer transactional behavior (repurchasing and cross-selling) but incorporates non-transactional behavior (word of mouth, blogging, co-creation). This study aims to determine the importance of the role of attitude of the employee on customer engagement. The location of this study was at Bank Muamalat Makassar with 70 customer samples, using the Smart PLS3 method. The results of this study indicate that attitude of the employee has a significant effect on customer satisfaction and customer engagement. Customer satisfaction has a significant effect on customer engagement. The contribution of this research is the presence of front office employee roles towards customer engagement.
Co-Authors Hasnidar