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All Journal Jurnal Manajemen Atma Jaya
Nova Esti Wiharsih, Nova Esti
Universitas Katolik Indonesia Atma Jaya Jakarta
Economics, Econometrics & Finance

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KEPUASAN PELANGGAN TERHADAP LAYANAN FRONTLINE Wiharsih, Nova Esti; Efendi, Efendi
Jurnal Manajemen Vol 11, No 2 (2014): Jurnal Manajemen
Publisher : Jurnal Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (255.556 KB)

Abstract

This research attempts to find out whether the quality of frontliner service in CIMB Niaga Bank in Atma Jaya unit is contributing to customer satifaction. Total respondents in this research are 135 students from Atma Jaya University students. Data is analyzed with SPSS 20 with multiple regresions. Reliability, responsiveness, and tangible variabel do not influence customer satisfaction. Meanwhile, assurance and empathy have influences on customer satisfaction. Keywords: service quality, frontliner, and customer satisfaction.
KEPUASAN PELANGGAN TERHADAP LAYANAN FRONTLINE Wiharsih, Nova Esti; Efendi, Efendi
Jurnal Manajemen Vol 11 No 2 (2014): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (255.556 KB)

Abstract

This research attempts to find out whether the quality of frontliner service in CIMB Niaga Bank in Atma Jaya unit is contributing to customer satifaction. Total respondents in this research are 135 students from Atma Jaya University students. Data is analyzed with SPSS 20 with multiple regresions. Reliability, responsiveness, and tangible variabel do not influence customer satisfaction. Meanwhile, assurance and empathy have influences on customer satisfaction.
Co-Authors Efendi Efendi