Analisis Service Excellence dan Handling Complaint Terhadap Kepuasan Nasabah BPD Bali Capem Tohpati

Lestari, A.A. Istri Ulandari Weda (2025) Analisis Service Excellence dan Handling Complaint Terhadap Kepuasan Nasabah BPD Bali Capem Tohpati. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aims to determine the influence of service excellence and handling complaints on the level of customer satisfaction at BPD Bali Capem Tohpati. The background of this study is based on the urgency of improving service quality in the competitive banking sector, where customer satisfaction is the main indicator of service success. The method used is a quantitative approach with multiple linear regression analysis techniques. Data was collected through the distribution of questionnaires to 99 respondents who were an active customers during the period of May-June 2025. The results of the analysis show that both partially and simultaneously, the variables of service excellence and handling complaints have a positive and significant influence on customer satisfaction. This indicates that responsive, professional, and empathetic service, as well as an effective complaint handling system, are able to increase customers's positive perceptions of banks. This research makes a strategic contribution to the development of BPD Bali Capem Tohpati's service policy, especially in developing continuous improvement measures that focus on customer experience as a top priority in building long-term loyalty.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Satisfaction, Handling Complaint, Service Excellence, Service Strategy, Customer Loyalty
Subjects:	Ilmu Ekonomi > Ilmu Manajemen > Manajemen
Divisions:	Jurusan Administrasi Bisnis > Prodi D4 Manajemen Bisnis Internasional > Skripsi
Depositing User:	A.a. Istri Ulandari Weda Lestari
Date Deposited:	04 Sep 2025 16:13
Last Modified:	04 Sep 2025 16:13
URI:	https://repository.pnb.ac.id/id/eprint/19189

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