HUBUNGAN ANTARA PENANGANAN KELUHAN DENGAN KEPUASAN PELANGGAN PADA NASABAH BANK DKI DI KANTOR WALIKOTA JAKARTA BARAT

Rahmalina, Radhita (2015) HUBUNGAN ANTARA PENANGANAN KELUHAN DENGAN KEPUASAN PELANGGAN PADA NASABAH BANK DKI DI KANTOR WALIKOTA JAKARTA BARAT. S1 thesis, Universitas Negeri Jakarta.

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Abstract

RADHITA RAHMALINA. Corelation Between Complaint Handling And Customer Satisfaction On Customer Bank DKI In The Office Of Mayor West Jakarta. Scription, Jakarta : Study Program Of Commerce Education. Departement of Economics and Administration, Faculty of Economics, State University of Jakarta,2015. This study aims to determine whether there is any relationship between the Complaints Handling Customer Satisfaction on Customer Bank DKI in West Jakarta Mayor office. This study was conduced over four months, starting from March 2015 until June 2015. Research method used was a survey method with correlational approach. The population were all civil servants Mayor of West Jakarta. This study population is affordable civil servants Sub-Primary Education, Health Sub, Sub Clean liness, and Transportation Sub-Department, amounting to 140 civil servants. The research sample of 100 civil servants Basic Education Sub, Sub-Health, and Transportation Sub Department. Sampling technique in this study is random sampling technique. To capture the data variable X (Complaints Handling) and variable data Y (Customer Satisfaction), used shaped instrument questionnaires, which were distributed to civil servants in kantore Mayor of West Jakarta, after the content validity test through the validation process is the calculation of the correlation coefficient score of grains with a total score and test reliability with Cronbach alpha formula. Data analysis techniques starts with finding the regression equation in the can is Y = 56.085 + 0,452X. Test requirements analysis that estimates the error normality test regression on X by using the test and obtained dengan uji Liliefors diperoleh Lhitung Liliefors (0077) <Ltabel (0089), this means that the sample comes from a population of normal distribution. Significance test and regression linearity using Analysis of Variance table (ANOVA) Fhitung regression equation (48.44)> F table (3.94) which states mean regression and regression linearity test produces Fhitung (1.16) <F table (1.61) which shows that the regression model used is linear. Hypothesis testing correlation coefficient between variables X and Y do with the formula of Pearson Product Moment that produce rxy of 0.575, this means that the relationship between the two variables with a significance kuat.Uji thitung ttable 6.96 and 1.66. Because thitung> ttable, Research conclusion is that there is a positive and significant relationship between Complaints Handling And Customer Satisfaction on Customer Bank DKI in the Mayor's Office West Jakarta.

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