Pustaka Ilmiah Universitas Padjadjaran

Abstrak

Hubungan Antara Kualitas Layanan Frontliner BCA Dengan Kepuasan Nasabah Di Kota Bandung

Objectives to he achieved in this study was to determine the extent “Relationship between Service Quality Frontline: BCA Wirh Customer Satisfaction in the cit, of Bandung”. The theory in this study social exchange theory (Social Exchange) (Rakhmat, 2003:121). This study uses correlational methods with techniques of data collection: questionnaires, interviews, observation and literature study. The population in this study were clients BCA (Individual) Afrika Bandung Asia Branch, amounting to 90 people as respondents. Sampling in this study is to use simple random sampling techniques (simple random sampling). The result of this study indicate Relationship between Service Quality front liner BCA has strong Customer Satisfaction in the city of Bandung “. The conclusion of this studv is that direct evidence, empathy, responsiveness, reliability and security have a significant relationship with customer satisfaction in the city of Bandung. Based on this study, there are a few suggestions given by the researchers that the BCA should retain the sei vice has been provided to the customer service in accordance with established service standards and promises. BCA should keep trying to interact with customers in order to team more deeply abou the feelings and customer satisfaction, and maintain the speed. accuracy, and friendliness of service delivery. BCA should provide services front liner even day, so as to make it easier for customers to conduct transactions.