Analisis Kinerja petugas layanan terhadap Reputasi Perusahaan (Studi Pada PT. BNI KCU Tanjung Perak di Surabaya)

Aries , Windarto (2010) Analisis Kinerja petugas layanan terhadap Reputasi Perusahaan (Studi Pada PT. BNI KCU Tanjung Perak di Surabaya). Masters thesis, Post Graduate.

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      Abstract

      Indonesia's banking sector is currently characterized by increasing competition, the struggle to win the business competition by improving customer service, a central point to stay ahead, this is the basis of the transformation in the banking sector, where the approach is oriented towards the interests of customers become the main focus . The purpose of this study is to analyze: (1) the influence of product knowledge possessed care workers to the performance of the service, (2) the influence of performance on the reputation of the service, and (3) the influence of product knowledge held on the reputation of the service. The study was conducted on 110 customers of the bank BNI Main Branch Tanjung Perak Surabaya as the study sample, sampling technique used, namely probability sampling with simple random sampling method. Variable research consists of product knowledge, performance and reputation of the service. , The data used include primary and secondary data, data analysis technique used is Structural Equation Modelling (SEM). The research concluded that (1) high product knowledge to improve the performance of the service. Means higher product knowledge possessed care workers, the higher the performance of the service, (2) High Performance care workers can improve the company's reputation. Means the higher the performance of the service, the higher the company's reputation, and (3) high product knowledge to enhance corporate reputation. Means higher product knowledge possessed care workers, the higher the company's reputation. Based on the conclusions of this study suggest, (1) Bank BNI officers are expected to improve service levels at the time of serving the customer, thus creating nasaba satisfaction, (2) Bank BNI is expected to further enhance or intensify the capability of the service of understanding the function of bank products through the bank's internal training (in-house training), (3) It is expected that care workers always give an understanding or explaining about bank products, creating customer satisfaction.

      Item Type: Thesis (Masters)
      Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5549 Personnel Management. Employment management
      Divisions: Post Graduate > Master of Management
      Depositing User: Users 8 not found.
      Date Deposited: 18 Oct 2011 11:48
      Last Modified: 18 Oct 2011 11:49
      URI: http://eprints.upnjatim.ac.id/id/eprint/1507

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