Luthf, Bilal (2024) ANALISIS KEPUASAN NASABAH TERHADAP KINERJA BANK DIUKUR DARI METODE CUSTOMER SATISFACTION INDEX (CSI) PADA PT BANK NEGARA INDONESIA Tbk JEMBER. Diploma thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT Analysis of customer satisfaction with bank performance is an important aspect in understanding the relationship between banks and customers. This study aims to measure the level of customer satisfaction with the performance of PT Bank Negara Indonesia Tbk (BNI) in Jember using the Customer Satisfaction Index (CSI) Method. The CSI method is used to measure customer satisfaction based on various aspects of services provided by the bank. This research involved collecting primary data from BNI customers in Jember through randomly distributed questionnaires. The assessment is based on variable indicators, namely X1 Physical Evidence, X2 Reality, X3 Responsiveness, X4 Assurance and X5 Empathy. The collected data was then analyzed using descriptive statistical techniques and CSI analysis. The results will showed that the level of customer satisfaction with BNI's performance in Jember. Keywords: Customer Satisfaction, Customer Satisfaction Index, Service Quality

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	D3 PERBANKAN-D3
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 12:44
Last Modified:	10 Feb 2025 12:44
URI:	http://repo.itsm.ac.id/id/eprint/1287

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