KALBISIANA Jurnal Sains, Bisnis dan Teknologi
Vol. 9 No. 1 (2023): Kalbisiana

Pengaruh Komunikasi Antarpribadi Customer Service Terhadap Customer Loyalty Credit Union Bina Seroja

Felicia (Institut Teknologi dan Bisnis Kalbis)
Santi Delliana (Institut Teknologi dan Bisnis Kalbis)

Article Info

Publish Date
29 Mar 2023

Abstract

Interpersonal communication is a process carried out by two or more people and carried out directly, such as face to face. This study aims to determine the effect of customer service interpersonal communication on customer loyalty at Credit Union Bina Seroja. The benefits of this research are expected to improve the quality of service provided by customer service Credit Union Bina Seroja. This research uses stimulus-response theory and quantitative methods by distributing questionnaires to 379 respondents to members of Credit Union Bina Seroja and finding out how much satisfaction levels of members of Credit Union Bina Seroja on the services provided by customer service in service. This study indicates an influence of customer service interpersonal communication from five indicators: trust, supportive attitude, open attitude, empathy attitude, and positive attitude. Customer loyalty consists of two indicators, namely making repeat purchases regularly and showing immunity to full competition.

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Journal Info
KALBISIANA Jurnal Sains, Bisnis dan Teknologi
Website

Abbrev

kalbisiana

Publisher

UNIVERSITAS KALBIS

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

KALBISIANA Jurnal Sains, Bisnis dan Teknologi adalah jurnal akses terbuka akademik yang bertujuan untuk mempromosikan integrasi sains, bisnis dan teknologi. Fokusnya adalah menerbitkan makalah tentang sains, bisnis dan teknologi. Makalah yang dikirimkan akan ditinjau oleh komite teknis jurnal. Semua ...