Pengaruh Service Recovery Terhadap Tingkat Kepuasan Nasabah Di Bank Panin Kcu Pematangsiantar

Abstract

Service is very important factor in the service industry. Improving service quality can retain consumers and increase satisfaction. This study aims to examine and explain the magnitude of the effect of service recovery on customer satisfaction levels. The object of this research is Panin Bank KCU Pematangsiantar. This research is a quantitative study with a sample size of 97 customers using a purposive side. The collecting data method is using a questionnaire. The analysis technique uses a simple linear regression analysis model. Data are testing for validity test, reliability test, normality test, and coefficient of determination test. The results of the SPSS test showed that there was an effect of service recovery of 58.8% on satisfaction, and the remaining 41.7% influenced by other factors not examined in this study. The t-test shows that there is a signifikant positive effect on customer satisfaction. The results of this study are to provide information to management in making service improvement policies. For subsequent research, the research variables can be developed like service quality and customer relationship management.Keywords: Service Recovery, Customer Satisfaction.

Atribut Perbaikan Layanan, Emosi dan Kepuasan Konsumen UMKM Bengkel Motor

“…Penelitian Tjitrokusumo dkk. ( 2014) dalam (Siagian et al, 2021) menjelaskan dimensi yang digunakan dalam atribut perbaikan layanan, yaitu: pertama, distributive justice adalah kompensasi atas kekecewaan yang dialami. Penelitian ini menggunakan pernyataan yaitu ketika konsumen mengalami kegagalan layanan, konsumen akan mendapatkan kompensasi berupa finansial misalnya seperti diberikan voucher, potongan harga, ataupun memberikan kupon.…”

Peningkatan Kepuasan Konsumen dengan Model SERVQUAL

“…Beberapa penelitian terdahulu menggunakan beberapa dimensi yang digunakan untuk mengukur kepuasan dengan pelayanan, kualitas, harga, merek, desain, dan lokasi (Siagian et al, 2021). Dimensi yang digunakan untuk mengukur kepuasan adalah Achsa dan Wibisono adalah harga, kualitas layanan, kualitas produk, faktor emosional, dan kemanfaatan (Achsa & Wibisono, 2021).…”