PENGARUH KUALITAS PELAYANAN TELLER TERHADAP KEPUASAN NASABAH PADA BANK BPR SUMSEL PALEMBANG

Abstract

In carrying out good functions and services, banks need to maintain and improve the quality of the service itself, especially the teller service because it is directly dealing with customers. A teller must have good performance skills, and a good attitude so that customer expectations are met.

This study aims to determine how the influence of teller service quality on customer satisfaction at Bank BPR Sumsel Palembang in 2018. The variables studied included service quality as the independent variable and customer satisfaction as the dependent variable. This research is a descriptive quantitative research, the population in this study are medium business credit customers, with accidentally sampling technique. The data analysis technique used in this study is simple linear regression analysis. Based on the results of statistical tests and analysis of the discussion, both simultaneously and persially the quality of the service of tellers has a significant effect on customer satisfaction.