Analisis Kepuasan Nasabah Bank Melalui Mediasi Sikap Terhadap Human Teller dan Automatic Banking

Sujiono, Sujiono (2012) Analisis Kepuasan Nasabah Bank Melalui Mediasi Sikap Terhadap Human Teller dan Automatic Banking. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The main objective of this study to analyze the bank customer satisfaction through mediation of attitudes towards human and automated banking in banking sector in Batam.. A review of a literature was conducted to find out the relationship among Bank customer perception (ease of banking factor), Bank customer attitudes(towards human teller and automatic banking), Bank customer perceived satisfaction, Switching behavior, and customer loyalty. The literature to review to confirms this relationship. The sample size of 150 banking customers was drawn from 5 banks in Batam, there is Bank Mandiri, Bank Rakyat Indonesia, Bank Central Asia, Bank Negara Indonesia, and Bank CIMB Niaga. The result shows that Customer Perception,Customer attitudes, and Switching behavior are influenced to Customer loyalty. This study suggest that Customer satisfaction model is a suitable instrument for measuring the bank customer satisfaction in the Bank Mandiri, Bank Rakyat Indonesia, Bank Central Asia, Bank Negara Indonesia, and Bank CIMB Niaga Keywords: Customer perception, Customer attitudes, Customer Satisfaction, Switching behavior, and Customer Loyalty.

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