Jurnal Manajemen Atma Jaya
Vol 11, No 2 (2014): Jurnal Manajemen

KEPUASAN PELANGGAN TERHADAP LAYANAN FRONTLINE

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

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. Keywords: service quality, frontliner, and customer satisfaction.

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Journal Info
Jurnal Manajemen Atma Jaya
Website

Abbrev

JM

Publisher

Universitas Katolik Indonesia Atma Jaya

Subject

Economics, Econometrics & Finance

Description

Jurnal Manajemen memuat informasi hasil kegiatan penelitian pemikiran konseptual di bidang ilmu manajemen. Sarana komunikasi ilmiah ini diterbitkan oleh Fakultas Ekonomi Universitas Katolik Indonesia Atma Jaya Jakarta. Terbit perdana 2004 dengan siklus terbit 2 kali setahun yaitu pada bulan Mei dan ...