Peran sosial karyawan dalam jasa perbankan

Muljani, Ninuk (2012) Peran sosial karyawan dalam jasa perbankan. In: NCFB-V FB-UKWMS, 25 April 2012, Surabaya.

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Abstract

This study aims to examine the effect the human element in service quality to customer satisfaction and trust in Mandiri Bank, especially Mandiri Bank in Widya Mandala Catholic University Surabaya. The sample in this study are students of Widya Mandala Catholic University Surabaya who had conducted the transaction in Mandiri Bank Widya Mandala Catholic UnIversity Surabaya more than two times within the past six months. Data analysis techniques using multiple linear regression. The results indicate that the human element in service qualify has positive and significant impact on customer satisfaction and trust. This suggests that the human element in banking services, especially the responsiveness of employees have an important role in the effort to satisfy and giving trust to customers.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: human elemen in service quality, customer satisfaction and trust
Subjects: Business
Divisions: Proceeding > Faculty of Business
Depositing User: Aurelia Riana Ika Susanti
Date Deposited: 01 Jul 2016 06:15
Last Modified: 14 Jun 2019 07:34
URI: http://repository.wima.ac.id/id/eprint/6901

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