KEPUASAN PELANGGAN TERHADAP LAYANAN FRONTLINE

Authors

  • Nova Esti Wiharsih Universitas Katolik Indonesia Atma Jaya
  • Efendi Efendi Universitas Katolik Indonesia Atma Jaya

DOI:

https://doi.org/10.25170/jm.v11i2.828

Keywords:

service quality, frontliner, customer satisfaction

Abstract

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.

References

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Published

2014-11-01

Issue

Vol. 11 No. 2 (2014): Jurnal Manajemen

Section

Articles

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