PENGARUH CUSTOMER SERVICE TERHADAP CITRA PERUSAHAAN BANK RAKYAT INDONESIA

ARDI NUGROHO, ARDI NUGROHO (2022) PENGARUH CUSTOMER SERVICE TERHADAP CITRA PERUSAHAAN BANK RAKYAT INDONESIA. Skripsi (S1) thesis, Fisip Universitas Muhammadiyah Jakarta.

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1. Halaman Judul.pdf
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2. Abstrak.pdf
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3. Surat Pernyataan Orisinilitas.pdf
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4. Lembar Pengesahan dan Persetujuan.pdf
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5. Kata Pengantar.pdf
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6. Daftar Isi.pdf
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10. BAB I.pdf
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11. BAB II.pdf
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12. BAB III.pdf
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13. BAB IV.pdf
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14. BAB V.pdf
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15. Daftar Pustaka.pdf
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Abstract

UNIVERSITAS MUHAMMADIYAH JAKARTA FAKULTAS ILMU SOSIAL DAN ILMU POLITIK PROGRAM STUDI ILMU KOMUNIKASI Jakarta, Juli 2022 ARDI NUGROHO 2017140033 “PENGARUH CUSTOMER SERVICE TERHADAP CITRA PERUSAHAAN BANK RAKYAT INDONESIA” Xii + 65 Halaman + Lampiran ABSTRAK Latar belakang penelitian ini menyangkut customer relations, dengan ini bertujuan untuk mengetahui pengaruh customer service terhadap citra perusahaan BUMN pada PT. Bank Rakyat Indonesia kantor cabang pusat Bintaro. Metode dalam penelitian ini menggunakan metode penelitian Kuantitatif. Populasi dalam penelitian ini adalah nasabah BRI KC Bintaro yang berjumlah 1.485 nasabah dan yang menjadi sampel dalam penelitian ini adalah 94 orang yang dihitung menggunakan rumus Taro Yamane. Teknik pengumpulan data dengan kuesioner dan teknis analisis data dengan analisis statistik korelasi menggunakan program SPSS versi 25 for windows. Berdasarkan rekapitulasi kuesioner dari dua variabel customer service terdiri dari 20 pertanyaan yang disebarkan kepada 94 responden kemudian dilakukan uji validitas pada tingkat signifikan α = 5% menggunakan uji 2 sisi dengan r tabel = 1,986 responden setuju bahwa sebagai resepsionis, sebagai deskman, sebagai salesman, sebagai customer service office dan citra perusahaan. Bila kedua variabel dikaitkan untuk mengetahui apakah customer service mempunyai hubungan terhadap citra perusahaan kepada responden yang merupakan nasabah BRI KC Bintaro dihitung menggunakan rumus korelasi person product moment mendapat skor 0,660 yang mengartikan bahwa hubungan tersebut masuk dalam tingkat hubungan yang cukup berarti sedang pada skala 0,40 – 0,70. Kemudian dilakukan pengujian t hitung = 8,428 dengan taraf kepercayaan α = 0,05 dengan t tabel = 1,986. Hasil akhir didapat t hitung > t tabel atau 8,428 > 1,986 maka hubungan signifikan atau Ha diterima dan Ho ditolak, artinya hubungan antara customer service terhadap citra perusahaan ( PT. Bank Rakyat Indonesia KC Bintaro) terdapat pengaruh yang signifikan antara masing-masing variabel. Kata Kunci : Customer Service, Public Relations, Citra Perusahaan, Customer Relations Referensi : 15 buku, 2 website, 4 jurnal Pembimbing : Tria Patrianti, S.Sos., M.I.Kom. MUHAMMADIYAH UNIVERSITY JAKARTA FACULTY OF SOCIAL SCIENCE AND POLITICAL SCIENCE COMMUNICATIONS STUDY PROGRAM Jakarta, July 2022 ARDI NUGROHO 2017140033 "INFLUENCE OF CUSTOMER SERVICE ON THE IMAGE OF THE COMPANY OF INDONESIAN BANK RAKYAT" Xii + 65 Pages + Attachments ABSTRACT The background of this research concerns customer relations, with this aim to determine the effect of customer service on the image of state-owned companies at PT. Bank Rakyat Indonesia Bintaro head office. The method in this study uses quantitative research methods. The population in this study were BRI KC Bintaro customers totaling 1,485 customers and the sample in this study was 94 people calculated using the Taro Yamane formula. Data collection techniques using questionnaires and technical data analysis with statistical correlation analysis using SPSS version 25 for windows. Based on the questionnaire recapitulation of two customer service variables consisting of 20 questions distributed to 94 respondents, the validity test was carried out at a significant level = 5% using a 2-sided test with r table = 1,986 respondents agreed that as a receptionist, as a deskman, as a salesman, as a customer service office and corporate image. If the two variables are linked to find out whether customer service has a relationship with the company's image to respondents who are customers of BRI KC Bintaro, it is calculated using the person product moment correlation formula, getting a score of 0.660 which means that the relationship is in a moderately significant relationship level on a scale of 0.40. – 0.70. Then, the t-test = 8.428 with a confidence level of = 0.05 with t-table = 1.986. The final result is that t count > t table or 8,428 > 1,986 then a significant relationship or Ha is accepted and Ho is rejected, meaning that the relationship between customer service and company image (PT. Bank Rakyat Indonesia KC Bintaro) has a significant influence between each variable. Keywords: Customer Service, Public Relations, Corporate Image, Customer Relations References: 15 books, 2 websites, 4 journals Supervisor : Tria Patrianti, S.Sos., M.I.Kom.

Item Type: Thesis (Skripsi (S1))
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Faculty of Social and Political Sciences > S1 Communication Studies / Ilmu Komunikasi
Depositing User: EVA AIHULIA
Date Deposited: 10 Jul 2023 09:29
Last Modified: 10 Jul 2023 09:29
URI: http://repository.umj.ac.id/id/eprint/13593

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