PENGARUH PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH TAPLUS MUDA PADA PT BANK BNI KCUMEDAN

Abstract

This research is to find out how big the influence of customer service on customer satisfaction at PT BNI Kantor Cabang Utama Medan, the total population is 3,711 people and the sample size is 98 Taplus Muda customers. Research using SPSS Version 26 (2020). The conclusion is that there is an influence on the quality of customer service at PT. Bank BNI Kantor Cabang Utama Medan on customer satisfaction of 8.81% and 91.19% influenced by other factors not examined in this study. Correlation coefficient results obtained r = 0.297 or 29.7%, which means that Customer Service has a low influence on customer satisfaction. Based on the value of tcount is much smaller than ttable at a value of a = 5% (3.043 > 1.985) so that Ho is accepted and Ha is rejected. Suggestions that can be given is that PT. BNI KCU Medan continues to improve services, especially Customer Service in order to achieve maximum satisfaction that can be felt by customers so that later it is expected to increase the number of customers.