Analysis Of The Level Of Customer Satisfaction Quality Service Branch Bank BRI West Bekasi

Abstract

Consumer satisfaction is a statement that what is earned or deemed a person according to what is expected, in other words the results obtained in accordance with the sacrifices incurred. The purpose of this study to analyze the level of customer satisfaction on service quality of Bank BRI Branch West. The data used are primary data collected from 100 respondents selected randomly from customers of Bank BRI Branch West. Data obtained from respondents who have been tested for validity and reliability. Data were analyzed using Chi Square analysis. The results indicate that customers are generally satisfied with the services provided by the Bank BRI Branch West Bekasi nice views of the dimensions of reliability, responsiveness, assurance, empathy and tangible. Dimension that the highest satisfaction value is the dimension of reliability, while the lowest is the responsiveness and empathy.