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

KEPUASAN PELANGGAN TERHADAP LAYANAN FRONTLINE

Nova Esti Wiharsih (Universitas Katolik Indonesia Atma Jaya)
Efendi Efendi (Universitas Katolik Indonesia Atma Jaya)

Article Info

Publish Date
01 Nov 2014

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.

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Journal Info
Jurnal Manajemen
Website

Abbrev

JM

Publisher

Universitas Katolik Indonesia Atma Jaya

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Jurnal Manajemen is accredited SINTA 4 based on KEPUTUSAN DIREKTUR JENDERAL PENGUATAN RISET DAN PENGEMBANGAN KEMENTERIAN RISET, TEKNOLOGI, DAN PENDIDIKAN TINGGI REPUBLIK INDONESIA NOMOR 28/E/KPT/2019. Jurnal Manajemen contains research papers in the field of management science. This academic journal ...