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PERAN PELAYANAN TELLER TERHADAP KEPUASAN NASABAH PADA BANK PERKREDITAN RAKYAT SYARIAH BUMI RINJANI KANTOR CABANG MALANG

Wardani, Fisbela Mei Dinia Astrida (2019) PERAN PELAYANAN TELLER TERHADAP KEPUASAN NASABAH PADA BANK PERKREDITAN RAKYAT SYARIAH BUMI RINJANI KANTOR CABANG MALANG. Associates Degree (D3) thesis, University of Muhammadiyah Malang.

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Abstract

This study aims 1) To find out teller procedures for BPRS Bumi Rinjani Malang Branch Offices 2) To find out the level of customer satisfaction with teller services at BPRS Bumi Rinjani Malang Branch Offices. Customer satisfaction is a major factor that can make or convince customers to stay afloat and not move to other companies. Teller services are services provided as an act or act of a person or organization to provide satisfaction to customers. Through the level of customer satisfaction will bring a positive influence on the company. The data analysis technique used in this study is a quantitative description, and the calculation used is a Likert scale. The sample is 30 RB Bumi Rinjani Branch Malang customers as many as 30 respondents, and the research instrument used is a questionnaire. The results of this study can be concluded that the procedures that have been carried out by tellers are in accordance with established SOPs and the quality of services provided are in the quite good and good category through cleanliness and readiness of tellers to serve customers, thereby creating a comfortable atmosphere in the transaction process at BPRS Bumi Rinjani Malang Branch Office.

Item Type: Thesis (Associates Degree (D3))
Student ID: 201610190511015
Thesis Advisors: Arfida Boedirochminarni (0716096201), zainal Arifin (0720077101)
Keywords: Teller Service and Customer Satisfaction
Subjects: H Social Sciences > HF Commerce > HF5601 Accounting
H Social Sciences > HG Finance
Divisions: Faculty of Economics > Diploma of Banking and Finance (61406)
Depositing User: 201610190511015
Date Deposited: 18 Nov 2019 03:55
Last Modified: 18 Nov 2019 03:55
URI : http://eprints.umm.ac.id/id/eprint/55852

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