Open AccessPENGARUH KUALITAS PELAYANAN DAN KEDISIPLINAN PEGAWAI TERHADAP KEPUASAN NASABAH BANK BTPN SYARIAH
Author(s) -
Artie Mardianti,
Ajeng Hasbila
Publication year - 2021
Publication title -
jurnal aktiva : riset akutansi dan keuangan/jurnal aktiva
Language(s) - English
Resource type - Journals
eISSN - 2686-1054
pISSN - 2686-3618
DOI - 10.52005/aktiva.v3i1.69
Subject(s) - business , service (business) , sample (material) , population , customer satisfaction , pension , marketing , service quality , business administration , finance , medicine , chemistry , environmental health , chromatography
Sharia national pension savings bank (BTPNS) is a company that provides financial products and services to people who are mengarh or pre-prosperous. Therefore, it is very necessary that BTPNS will foster discipline and provide the best service class for employees in their performance for underprivileged people. The purpose of this study is to understand whether employee discipline and service have a major impact on customer satisfaction levels. In this study, using a quantitative method with a research population of 2022 people who became BTPNS customers in the Cisarua area, Bogor Regency, with a sample of 100 customers. The results of the observation stated that the level of service and discipline had a very positive and relevant impact on customer satisfaction. This is confirmed from the results of hypothesis testing which states the relevant numbers of the two independent variables that help the hypothesis.