THE EFFECT OF TOP MANAGEMENT COMMITMENT IN SRB QUALITY SERVICE ON CUSTOMER SATISFACTION [Study on BPRS Botani (Bina Rahmah) Dramaga Bogor]

Abstract

ABSTRACT

One of the bank's problems is regarding service. The investigative questions include: 1) Does the customer service, counter and marketing of BPR Syariah together contribute to customer satisfaction? 2) Does the top management's commitment to BPR Syariah Botani service quality provide satisfaction for satisfaction? The aims of this research are: 1) To find out the effect of customer service, counter and BPRS marketing on sales satisfaction. 2) Prioritizing top management commitment to service quality of BPR Syariah Botani for credit satisfaction. This study uses quantitative analysis and the analysis used is multiple linear regression. The sampling technique used is simple random sampling. The research sample used was BPRS Botani and 100 respondents from the general public. The results of this study indicate that the adjusted R-squared value is 0.607 (60.7%). Priority satisfaction for CS, counter and marketing is 60.7%. The remaining 39.3% is approved by factors other than model. Thus the research hypothesis "There is an influence between customer service, over the counter service and marketing service on customer satisfaction of the Sharia Botanical Financing Bank" is accepted. The proposal for BPR Syariah Botani is the recovery rate for vocational training for BPRS employees, particularly in the service sector. Because it can increase satisfaction in terms of service and attract potential customers to do business with the bank. For visitor satisfaction, based on three data variables, respondents agree that the average is +4.