Analysis of Customer Service Quality Reviewed Through Complaint Handling

Penulis

  • Meida Rachmawati Universitas Ngudi Waluyo
  • Putri Ratnasari Topedu
  • Chrisna Prawiratama Bagaskara Topedu
  • Cecep Sukrisna Universitas Pertahanan
  • Bambang Dewantoro AMIK JTC Semarang

Kata Kunci:

Customer Satisfaction, Customer Service, Complaint Handling

Abstrak

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).

Referensi

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Diterbitkan

2023-01-02

Cara Mengutip

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. Diambil dari https://callforpaper.unw.ac.id/index.php/ICOELH/article/view/287