MEGAWATI, YANUARISKA RIANDINI (2023) PENGARUH SISTEM ANTRIAN TELLER, KUALITAS PELAYANAN DAN ATMOSFER KANTOR TERHADAP KEPUASAN NASABAH DI PT BANK MANDIRI (PERSERO) TBK. CABANG JEMBER ALUN-ALUN. Skripsi thesis, INSTITUT TEKNOLOGI DAN SAINS MANDALA.

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Abstract

ABSTRACT This study aims to determine and analyze the effect of the teller queuing system, service quality and office Atmosfer on customer satisfaction at PT Bank Mandiri (Persero) Tbk Jember Alun-Alun Branch. This type of research is explanatory research. The respondents of this study were 140 respondents who were determined by accidental sampling technique. The data analysis method used is multiple linear regression analysis. The results showed that the teller queuing system had an effect on customer satisfaction at Bank Mandiri (Persero) Tbk Jember Alun-Alun branch, Bank Mandiri had prepared several tellers to provide services to its customers so that it would reduce the dense queues that occur when customers are about to make transactions. The more tellers available, the faster the service will be provided, thereby minimizing customer boredom. Service quality affects customer satisfaction at Bank Mandiri (Persero) Tbk Jember AlunAlun branch, Bank Mandiri always reminds employees to serve customers quickly and responsively, this is a reference for providing services to customers so that customers feel satisfied with the services provided . Employees are also required to be friendly and polite in serving customers, this is an added value for customers. And the office Atmosfer affects customer satisfaction at Bank Mandiri (Persero) Tbk Jember Alun-Alun branch, Bank Mandiri always tries to create a comfortable, clean and tidy interior and exterior Atmosfer so that customers feel comfortable and at ease when making transactions even though they have to queue. Keywords: Service Quality Customer Satisfaction Office Atmosfer, Teller Queuing System

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S1
Depositing User:	Handoko Triharso
Date Deposited:	08 Feb 2025 02:33
Last Modified:	08 Feb 2025 02:33
URI:	http://repo.itsm.ac.id/id/eprint/908

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