Analisis Kepuasan Pelanggan Dengan Metode Customer Satisfaction Index (CSI) (Studi Kasus Pada BNI UNIMED)

Journal of Business and Economics Research (JBE)

View Publication Info
Field Value
Title Analisis Kepuasan Pelanggan Dengan Metode Customer Satisfaction Index (CSI) (Studi Kasus Pada BNI UNIMED)
Creator Siahaan, Sabda Dian Nurani
Agustini, Fauzia
Description The purpose of this research is to find out the service quality and customer satisfaction at Bank Negara Indonesia (BNI), Universitas Negeri Medan (UNIMED). The service quality is a very important factor to provide customer satisfaction. This study uses primary data by disseminating questionnaires directly to the sample. In measuring service quality factors, the SERVQUAL model is used, which consists of 5 indicators, Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This research was conducted with a quantitative descriptive approach and the Customer Satisfaction Index (CSI) method.  The population in this study is students of Universitas Negeri Medan who are customers of BNI UNIMED. Samples in this study as many as 325 respondents, with sampling techniques Cluster Random Sampling. The results showed the Customer Satisfaction Index (CSI) obtained was 66% which is in the category of Satisfied
Publisher Forum Kerjasama Pendidikan Tinggi (FKPT)
Date 2021-02-28
Type info:eu-repo/semantics/article
Peer-reviewed Article
Format application/pdf
Source Journal of Business and Economics Research (JBE); Vol 2 No 1 (2021): February 2021; 13-19
Language eng
Rights Copyright (c) 2021 Sabda Dian Nurani Siahaan, Fauzia Agustini

Contact Us

The PKP Index is an initiative of the Public Knowledge Project.

For PKP Publishing Services please use the PKP|PS contact form.

For support with PKP software we encourage users to consult our wiki for documentation and search our support forums.

For any other correspondence feel free to contact us using the PKP contact form.

Find Us


Copyright © 2015-2018 Simon Fraser University Library