Analysis of Customer Service Quality Reviewed Through Complaint Handling
Keywords:
Customer Satisfaction, Customer Service, Complaint HandlingAbstract
In the banking world complaint handling is one type of service provided by banking institutions to customers as a means of communication, education, socialization and handling complaints quickly and satisfactorily. How to measure customer service satisfaction in terms of the complaint case aspect? The purpose of this study is to determine service satisfaction in the form of physical evidence, reliability, responsiveness, assurance and empathy. This study uses primary data sourced from direct observation to. The results of the study show that service quality has a significant effect on complaint handling for customers in (locus).
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[2] Herdiyansyah, Kualitas Pelayanan Publik, Yogyakarta, Gava Media (2011)
[3] Fredy Tjiptono Dan Gregorius Chandra, Pemasaran Strategi, Yogyakarta, Andi Offset, 2011
[4] Elvinaro, Pengaruh Kualitas Layanan dan Kepercayaan terhadap Loyalitas, Gema Insani Inpress, Jakarta (2015)
[5] Derek R. Allen, 2004, Customer Satisfaction Research Management
[6] Model for Customer Complaint Management System: Provide outstanding customer support by effectively reducing customer complaints. Retrieved from https://www-compliancequest-com.translate.goog/customer-complaints/?_x_tr_sl=en&_x_tr_tl=id&_x_tr_hl=id&_x_tr_pto=sc, Accessed on August, 12, 2022.
[7] Supriyadi, Nofal. Pengaruh Penanganan Komplian Terhadap Kepuasan, Kepercayaan, Komitmen, Dan Loyalitas Nasabah Pada Bank Rakyat Indonesia (BRI) Di Sulawesi Tenggara. Gawe Buku, p. 32-33. Yogyakarta (2017)
[8] Sugiyono.Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung. Alfabeta (2017)
[9] Rianto AL Arif, Dasar-Dasar Pemasaran Bank Syariah, (2015)
[10] Faridah, "Kualitas Pelayanan Islami Pada Perbankan Syariah", p. 117. (2015)
[11] Philip Kotler dan Kevin Lane Keller. Manajemen Pemasaran.(1998)
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Published
2023-01-02
How to Cite
Rachmawati, M. ., Putri Ratnasari, Chrisna Prawiratama Bagaskara, Cecep Sukrisna, & Bambang Dewantoro. (2023). Analysis of Customer Service Quality Reviewed Through Complaint Handling. The Virtual International Conference on Economics, Law and Humanities, 1(1), 161–166. Retrieved from https://callforpaper.unw.ac.id/index.php/ICOELH/article/view/287
