PENGARUH PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PT BANK SYARIAH INDONESIA KANTOR CABANG PEMBANTU TELUK KUANTAN

Abstract

This research is motivated by the phenomenon that occurs at BSI KCP Teluk Kuantan, namely: Customer Service services that are still not fast enough in serving customers and the number of Customer Service is minimal, namely only 1 Customer Service is ready to serve customers. This study aims to determine the effect of Customer Service services on customer satisfaction at BSI KCP Teluk Kuantan. This study uses a quantitative research approach. The sampling technique uses the Slovin formula. The population in this study were 12,873 BSI KCP Teluk Kuantan customers, with a sample size of 44 people. And the data collection techniques used were Observation, questionnaires, interviews, and documentation. The data analysis technique used was descriptive analysis techniques. The results of this study can be concluded that: 1. Customer Service work SOP includes aspects of Appearance which include neat clothes, friendly peace, attractive appearance. And aspects of Service which include friendly, polite and responsive attitudes. 2. Customer Service variables have a significant effect on consumer satisfaction BSI KCP Teluk Kuantan, with the T test value (Partial) showing a value of three greater than t table (1.889> 1.681) and a sign value of 0.004 <0.05.