ANALISIS TINGKAT KEPUASAN NASABAH DALAM TABUNGAN BRITAMA PADA BANK RAKYAT INDONESIA UNIT II TELUK KUANTAN KABUPATEN KUANTAN SINGINGI

Abstract

 This study aims to determine the level of customer satisfaction in Britama savings at Bank Rakyat Indonesia Unit II Teluk Kuantan, Kuantan Singingi Regency. This research was conducted at Bank Rakyat Indonesia Unit II Teluk Kuantan, Kuantan Singingi Regency. The population in this study were all Britama savings customers at Bank Rakyat Indonesia Unit II Teluk Kuantan in 2019 which was 1532 people. While, the sample is a portion of an affordable population that has the same characteristics as the populationwhich are 1532 totalling people. The Sampling in this study using the Slovin formula that produced 94 customers. Data collection in this study will be obtained through three stages, namely: Observation, Questionnaire and Documentation. The data analysis technique used is quantitative descriptive. The results showed that the level of customer satisfaction from tangible indicators obtained the total score of 1263 with an average of 4.47 and classified as Very Good, the Reliability indicator obtained the total score of 1112 with an average of 3.94 and classified as a category Good, the level of customer satisfaction Indicator Responsiveness obtained the total score of 1071 with an average of 3.79 and classified as Good category, The level of customer satisfaction indicator Assurance obtained the total score of 1092 with an average of 3.87 and classified as Good, The level of customer satisfaction Indicators of Emphaty obtained the total score of 1084 with an average of 3.84 and classified as Good Category. Then the Indicator that gives the level of satisfaction of Britama savings customers who have the highest score is the Tangible Indicator which obtains a total score of 1263 with an average of 4.47 and is categorized as Very Good. On the other hand, the indicator that gives the level of satisfaction of Britama savings customers with the lowest score is the Responsiveness Indicator, which scores a total of 1071 with an average of 3.79 and is categorized as Good. Overall, it can be concluded that the level of Custumer satisfaction of Britama Saving in Bank Rakyat Indonesia Unit II Kuantan Singingi is classified as Good.