Kepuasan Pelanggan Terhadap Layanan Frontline  

Oleh:

WIHARSIH, NOVA ESTI ; Efendi

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Jurnal Manajemen vol. 11 no. 02 (Nov. 2014), page 181-189.
Topik: service quality; frontliner; and customer satisfaction
Fulltext: 341-581-1-PB.pdf (249.57KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ147 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

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.

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