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Analisa Hubungan Antara Pelayanan Prima Dengan Customer Satisfaction Dan Trust (Studi Kasus : PT. Bank Mandiri (Persero), Tbk)
T, OKTAVIANUS HENDRAWAN
Structural Equation Modelling (SEM)
Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya
Theses - Undergraduate Thesis
Oktavianus Hendrawan T’s Undergraduate Theses.pdf
Perpustakaan Pusat (Semanggi)
Lihat Detail Induk
Excellent service is a factor that must be done especially in the banking services industry. With good service is expected customers will feel comfortable in conducting transactions at the Bank.This study aims to determine the relationship between the excellent service provided by Bank Mandiri with customer satisfaction and trust of bank customers. The method used is quantitative method with the object of research customers of Bank Mandiri. Collecting data using a questionnaire with Likert scale. Before use questionnaire was tested for validity and reliability in advance with the SPSS program. Sampling techniques make use of purposive sampling with a total sample of 200 respondents. To determine the relationship between excellent service to the customer satisfaction and trust, the data is processed using Structural Equation Modeling (SEM) with the help of application AMOS 22. The conclusion of this study provide information that there is no relationship between the sinifikan excellent service with customer satisfaction and no significant relationship between excellent service with trust. While the customer satisfaction with trust has a significant relationship.Advice can be given based on the results of the study are employees of Bank Mandiri's performance needs to be improved, the bank should be more careful in regulating the temperature of the room and need to be improved komunikasiantara Bank employees and customers.
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