1
PERFORMANCE ANALYSIS OF EFFECT AMOUNT
INFLUENCE FRONTLINER AND CUSTOMER SATISFACTION
ON PRIORITY CUSTOMER LOYALTY PT . BCA , TBK
PERMATA BUANA BRANCH USING MULTIPLE LINEAR
REGRESSION METHOD
Muslimah
Industrial Engineering
University of Mercu Buana - Jakarta
e-mail : imah.3191@gmail.com
ABSTRACT
This study aims to determine the effect of service performance Frontliner and customer satisfaction with
customer loyalty Pt.BCA, Tbk branch Permata Buana. The sampling method is simple random sampling
and the determination of the amount calculated using the formula Slovin. Data collection was performed
using an open questionnaire to 63 Pt.BCA priority customers, Tbk branch Permata Buana is selected as a
sample and then data were analyzed using multiple linear regression analysis. The results showed that
the percentage of the magnitude of the effect of the independent variable is the performance of services
as well as customer satisfaction frontliner able to explain 53% of variation variable customer loyalty. While
the remaining 47% are other factors not examined, such as convenience banking hall, the queue is too
long, do not place a strategic location, and others.
Key Word : Service performance, Customer satisfaction, Customer loyalty
1 . INTRODUCTION
Banking is one of the financial institutions
which exist in our country which has a very
important role is to support the activities of the
national economy . Banking in the operation is
to collect funds from the public in the form of
deposits and then channeled back to the
community in the form of loans . Seeing an
important role as a principal banking financial
intermediary as described , then the basic
thing that is needed by the banks at this time
to this important role is the trust and
confidence of the banking community over the
world .
Quality of service (service performance) is an
important attribute in service industries , such
as banking , in addition to issues of security
and certainty . Quality service is certainly not
limited to a friendly smile from a teller or
customer service personnel alone but more
than that .
2 . PROBLEM IDENTIFICATION
Based on the above background , the
problems that arise including the following .
1. Excellent service as is expected by
priority customers in Bank BCA Permata
Buana branch ?
2. How Frontliner performance ( Customer
service officer and teller ) in Bank BCA
Permata Buana branch ?
3. How customer loyalty ( customer loyalty )
in Bank BCA Permata Buana branch ?
4. How does the effect of service
performance (service performance) on
customer satisfaction priority Bank BCA
Permata Buana branch ?
5. How does the effect of service
performance (service performance) and
customer
satisfaction
(customer
satisfaction ) a priority on customer loyalty
Bank BCA Permata Buana branch ?
2
3 . RESEARCH OBJECTIVE
The objectives are:
1. To Know Frontliner performance in
Bank Permata Buana Bank branch
2. To determine and analyze the
effect of how customer loyalty in
Bank Permata Buana Bank
Branch
3. To determine and analyze the
effect of service performance
(service
performance)
on
customer
satisfaction
priority
Permata Buana BCA branch.
4. To determine and analyze the
effect of service performance and
customer satisfaction a priority on
customer loyalty a priority in Bank
Permata Buana Bank Branch.
4 . LIMITATIONS OF PROBLEMS
In order for the study and discussion of
research can be done more carefully , the
problem is limited research on the second
point , third , fourth and fifth identification of the
above problems , namely :
1. Frontliner Performance in Bank BCA
Permata Buana branch
2. Priority customer loyalty Bank BCA
Permata Buana branch
3. The effect of service performance
(service performance) on customer
satisfaction priority BCA branch
Permata Buana
4. The effect of service performance
(service performance) and customer
satisfaction on customer loyalty priority
BCA branch Permata Buana
5. The research was conducted within
the period from January 2, 2013 - 28
March
5. THEORY
Definition of Banking
In simple terms the bank is defined as a
financial institution whose business activities
to collect funds from the public and distribute
the funds back to the community as well as
provide other banking services . According to
the basic law No. banking . 10 of 1998 which
regulates staple in Indonesian banking
regulations define the following : "The Bank is
a business entity which collects funds from
the public in the form of savings and channel
them to the public in the form of credit and or
other forms in order to improve the living
standard of the people " .
Service Performance
Good service is one of the conditions of
success services company . Service
performance ( quality of service ) is seen as
one of the components that need to be
realized by the company because it has the
leverage to bring in new customers and
existing customers can reduce the possibility
to move to another company . With the
increasing number of competitors , the more
options for consumers to make choices . This
will in turn make it increasingly difficult to
retain old customers , hence the quality of
service should be increased as much as
possible .
Definition of Customer
No. According to the law . 10 of 1998 on the
subject of banking Article 1 , defines the
customer as follows : " The Customer is the
party that uses the services of the bank .
Depositors are customers who put their
money in the bank in the form of bank
deposits based on an agreement with the
customer in question " .
According to Kashmir ( 2008: 94 ) that : "
Customers are consumers who buy or use a
product that is sold or offered by the bank " .
Priority Customer BCA
Customer's priority is someone who has an
account and the volume of transactions in
large enough quantities at a bank .
Requirements on each - each bank may differ
. To be priority customers in the BCA , the
requirements candidates must have a Priority
Customer deposits of as much as USD 500
million in savings or funds with an average
balance of Rp . 500 million . With an average
balance of the system will automatically issue
a report that the customer has qualified to be
a priority customer and customer service
usually will contact the customer to fill out the
form to become a priority customer . Once
customers become priority customers , they
will get priority BCA card as identification .
Customer Satisfaction
Customer Satisfaction ( customer satisfaction
) is most important for the company , because
customer satisfaction greatly affect a
company's income . If the customer is
satisfied with the services provided by the
company then the customers will become
repeat customers ( loyal ) to the company .
With a satisfied and loyal customers will result
in revenue income of the company increased ,
3
and vice versa . Both companies are engaged
in the services or companies that produce
goods , they must pay attention to the quality
of its products to meet .
In the services industry , customer satisfaction
is always influenced by the quality of
interaction
between
customers
and
employees who make contact services
(service encounter ) that occurs when the
customer interacts with the organization to
obtain the services they purchase .
Loyalty
Competition is becoming increasingly fierce
as foreign banks began to participate in the
market compete for the same customers .
These conditions require the entire corporate
banking services to more capable of
presenting high value services and be able to
foster a feeling of loyal customers with the
services received. And the key to success in
this competition lies not in the interest rate (
price ) but on the distribution of services to
create loyal customers .
Employee
Performance
Relationship
(Service Performance ) to the satisfaction
According to Herrington and Lomax in Erna
and S. Pantja Djati (2004 ) The nature of the
services which the inseparability of production
and consumption is performed simultaneously
make the interaction between consumers and
employees during the transfer of services to
be very influential and this makes the
employees play an important role in the
service process . A key element in the
marketing of services is the interaction
between employees and customers .
Relationship Satisfaction of Loyalty
According to Griffin in Hurriyati (2008 : 142 )
Loyalty formed through the learning process ,
ie a process in which the consumer through
his experience trying to find the most
appropriate brands for him , in the sense of
the product of the brand can give satisfaction
to the expectations and needs. Consumers
will continue to try different kinds of brands
before finding a brand that really fits .
Customer satisfaction will remain a very
important part in loyalty .
Consumer satisfaction can be maintained and
improved in order to create and maintain
brand loyalty . When consumers get
satisfaction from the purchase of a product
then it will create a positive attitude towards
the brand so that consumers will make a
purchase .
Employee
Performance
Relationship
(Service Performance ) on loyalty
Griffin in Hurriyati (2008 : 10 ) Good relations
and customer trust in the form of services
performed by an employee frontliner optimally
capable of addressing the wants and needs of
its customers and will lead to customer
satisfaction . Employees are expected to
serve the wants and needs of customers is
called customer service officer and Teller .
RESEARCH METHODOLOGY
This study is based on research conducted by
the type of data included in the quantitative
study, the data is numeric or qualitative data
diangkakan (Sugiyono, 2004). In this study is
to determine the response of performance
and customer satisfaction in the form of a
sentence / opinions used numbers in the form
of scales of measurement based on the level
of attention and fidelity (loyalty) priority
customers.
The steps taken in the research and writing of
this can be seen in the flow chart of the study.
Figure 1. Flowchart of Research Methodology
IDENTIFIKASI MASALAH
STUDI PUSTAKA
OBSERVASI LAPANGAN
PERUMUSAN MASALAH PENELITIAN
PENETAPAN TUJUAN PENELITIAN
PENETAPAN MODEL PENELITIAN
IDENTIFIKASI AWAL ATRIBUT PENELITIAN
PENENTUAN SAMPEL PENELITIAN
TIDAK
PENYUSUNAN DAN PENYEBARAN KUESIONER
UJI VALIDITAS DAN RELIABILITAS
DATA VALID, RELIABEL
YA
PENGOLAHAN DATA
ANALISIS DAN INTERPRETASI HASIL PENELITIAN
KESIMPULAN DAN SARAN
6. DATA COLLECTION AND PROCESSING
The data used is primary data and secondary
data collected through observation , literature
study and a questionnaire . Research
conducted by the author using instruments (
data collection tool ) that consists of multiple
4
data collection techniques are questionnaires
, interviews , and observations . Primary data
collection techniques that will do is the author
of the questionnaire is through questionnaires
. Questionnaires will be distributed to
customers who have been selected by simple
random sampling when the customer makes a
transaction at the teller and good customer
service officer .
Test Validity
Test will test the validity of each of the
variables used in this study, where the overall
study variables contains 20 statements to be
answered by the respondents. The criteria
used in determining whether or not valid
statements are used in this study are as
follows: = 95% confidence level (α = 5%),
degrees of freedom (df) = n - 2 = 63-2 = 61,
obtained a table r = 0,248. If r is calculated
(for each item can be seen in columns
Corrected Item-Total Correlation) is greater
than r table and the value of r is positive, then
the statement is said to be valid (Ghozali,
2001). Based on the results of the calculations
have been done, then the validity of the test
results can be shown in Table 1. as follows:
Table 1. Validity of Test Results
No.Pertanyaan
Cronbach's
Alpha if Item
Deleted
P1
0,908
P2
0,906
P3
0,903
P4
0,903
P5
0,901
P6
0,903
P7
0,900
P8
0,900
P9
0,900
P10
0,899
P11
0,898
P12
0,900
P13
0,897
P14
0,902
Correlation
P15
0,904
P1
0,284
P16
0,907
P2
0,356
P17
0,902
P3
0,528
P18
0,898
P4
0,531
P19
0,909
P5
0,603
P20
0,906
P6
0,515
P7
0,648
P8
0,685
P9
0,621
P10
0,673
P11
0,689
P12
0,650
P13
0,739
P14
0,583
P15
0,467
P16
0,358
P17
0,571
P18
0,700
P19
0,328
P20
0,393
Corrected
Variabel No.Pertanyaan Item-Total
Kinerja
Pelayanan
(X1)
Kepuasan
Nasabah
(X2)
Loyalitas
Nasabah
(Y)
stable over time (Ghozali, 2001). Test
reliability is the stability of a measuring device
for measuring a phenomenon / events. The
higher reliability of a measure, the more stable
the gauges anyway. A variable is said to be
reliable if the Cronbach Alpha value> 0.6,
according Nunnaly (1967) in Ghozali (2001).
From the questions the reliability test results
with statistical program SPSS version 20
Cronbach alpha obtained from the results that
can be seen through the following table 2:
Table 2. Reliability Test Results
r Tabel
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
0,248
Variabel
Kinerja
Pelayanan
(X1)
Kepuasan
Nasabah
(X2)
Ket
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Valid
Reliability Test
Reliability is a tool to measure a questionnaire
which is a variable measuring tool. A
questionnaire said to be reliable or reliable if
the answer to question one is consistent or
Loyalitas
Nasabah
(Y)
Ket
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Reliabel
Normality test
Normality Tests performed using the PP test
charts for testing residual plot the regression
model shown in Figure 2 below.
Figure 2. Normality test
Graphs of normal probability plot suggests that
the data spread around the diagonal line and
follow the direction of the diagonal line, then
the regression model to meet the assumption
5
of normality.
Multicollinearity test
Multicollinearity test aims to test whether the
regression model found a correlation between
the independent variables (independent).
Good regression models should not happen
correlation between variables (Ghozali, 2001).
In order to determine whether there is
multicollinearity in the regression model in this
study is to look at the value of VIF (Variance
Inflation Factor) and tolerance as well as
analyzing the correlation matrix of the
independent variables. The VIF value can be
seen in Table 3 below.
Table 3. testing Multicollinearity
Table 3 shows that none of the variables have
VIF value greater than 10 and tolerance values
smaller than 10%, which means that there is
no correlation between the independent
variables.
Test Heteroskidastity
Heteroscedasticity test aims to test whether
the regression model variants occur inequality
observations from one observation to another
(Ghozali, 2001). How to detect it is to see
whether there is a specific pattern in the
scatterplot graph between SRESID and
ZPRED, where Y is the Y axis that has been
predicted, and the X axis is the residual (Y
predicted - Y actual) which has been instandardiized
(Ghozali,
2001).
Heteroscedasticity test result in graphic
patterns point spread (scatterplot) as shown in
Figure 3. following.
Figure 3. test Heteroskidastity
Heteroscedasticity test results show that the
points do not form a specific pattern, or there
is no clear pattern as well as the points spread
above and below the number 0 (zero) on the Y
axis,
it
does
not
happen
heteroskedastisitas.Dengan
Thus,
the
assumptions of normality, multicollinearity and
heteroscedasticity in the regression model can
be met from this model.
Regression Analysis
The statistical analysis used in this study is
multiple regression analysis using the SPSS
process . Regression analysis , to
quantitatively calculate the mainstreaming of a
change in incidence ( variable X) to other
events ( variable Y ) , in this study multiple
regression analysis serves as a statistical
technique used to test how much influence the
performance of services and customer
satisfaction a priority to customer loyalty in the
bank 's priority . The formula used in the
multiple regression according Riduwan and
Akdom (2007 ) are :
Y = a0 + a1X1 + a2X2
To calculate the value of the constants a0 , a1
, and a2 , can be used three pieces of the
equation is :
1.  Y = N a0 + a1 X1 + a2 X2
2. X1Y = a0 X1 + ba X12 + a2 X1X2
3.  X2Y= a0 X2 + a1 X1X2 + a2 X22
Description:
Y
= Customer Loyalty
a0
= constant
a1 – a2 = regression coefficient
X1
= frontliner service performance
X2
= Customer Satisfaction
Statistical calculations in a multiple linear
regression analysis were used in this study is
to use the computer program SPSS for
Windows version 20 Summary of results of
data processing by using the SPSS program
are as follows :
Table 4. Summary of Results of Multiple Linear
Regression
6
Coefficient of Determination
Table 5. Correlation Data Processed
To see how big the effect of partially between
service performance and customer satisfaction
frontliner that affect customer loyalty , the
regression equation is:
Y = a0 + a1X1 + a2X2
Y = 0.483 + 0.597 X1 + 0.252 X2
Description :
Y = Customer Loyalty
a0 = constant
a1 - a2 = regression coefficient
X1 = frontliner service performance
X2 = Customer Satisfaction
In connection with the above description , it
can be presented as the following
interpretation :
a) Regression coefficients ( X1 , X2 ) to
variable Y ( customer loyalty ) at PT .
Bank BCA Permata Buana branch shows
positive values . This means that the
better the performance of the service
frontliners and high levels of customer
satisfaction , the higher the level of
customer loyalty to PT . Bank BCA
Permata Buana branch .
b) Multiple correlation coefficient ( R ) =
0.732 , which means that the service
performance and customer satisfaction
frontliners have a close relationship with
customer loyalty . While the dominant
variable affecting the service performance
levels of customer loyalty . This can be
evidenced from the beta coefficient .
c) The coefficient of determination ( R2 ) =
0.535 or 53 % which shows that customer
satisfaction levels are determined by the
service performance of frontliners and
customer satisfaction by 53 % . While the
remaining 47 % are other factors not
examined , such as convenience banking
hall , the queue is too long .
Based on the table above, the results of
multiple correlation analysis of the obtained
rate R of 0.732 , this suggests that the service
performance and customer satisfaction
frontliner a significant correlation with
customer loyalty and positive because the
value of R is close to 1 . Then the value of R2 (
R square ) of 0.535 ( 53 % ) , this suggests
that the percentage of the magnitude of the
effect of the independent variable is the
performance of services as well as customer
satisfaction frontliner able to explain 53% of
variation variable customer loyalty .
Hypothesis Testing
Hypothesis
testing
is
to
test
the
meaningfulness of test research hypotheses
that have been obtained based on literature
review . Hypothesis testing based on two
simultaneous testing ( overall ) and partial (
individual ) .
In Simultaneous Testing (F Test )
Hypothesis testing using two stages: partial
hypothesis testing and hypothesis testing
simultaneously . Simultaneous hypothesis
testing using the F test by comparing the value
of F with F table value . Testing the F-test
statistic through which can be seen through
the following table :
Table 6. Results of Testing In Simultaneous
7
Based on the results of simultaneous testing of
the obtained value of F = 34.53 and have the
sig = 0,000 , because the probability that the
value is smaller than the standard value (
0.000 < 0.05 ) , as well as the value of F > F (
34.53 > 3.150 ) then it can be concluded that
there are significant service performance and
satisfaction frontliner on customer loyalty PT .
Bank BCA Permata Buana Branch , this shows
when simultaneous improvement of service
performance frontliner affect the increased
satisfaction , and customer loyalty implications
for the increase in PT . Bank BCA Branch
Permata Buana.
Partial testing (t test )
T test was intended to test how much influence
variables as well as the performance of
services frontliner customer satisfaction on
customer loyalty at. Bank BCA Permata Buana
Branch . Based on the hypothesis known if
frontliner Service Performance ( X1 ) affect the
Customer Satisfaction BCA branch Permata
Buana ( X2 ) , whereas BCA branches
Customer Satisfaction BCA Permata Buana (
X2 ) influence the Customer Loyalty Bank BCA
Permata Buana branch ( Y ) . To draw a
conclusion , the authors compare the value of t
with values t table .
Table 7. Partial Test
1. Based on the results of the analysis of
partial test known frontliner Service
Performance ( X1 ) to satisfaction ( X2 )
has a value of t = 4.133 , the value is
higher than the value 1.670 t Table .
From these results in mind when Ha (
hypothesis) is accepted , and Ho (
Statistical hypothesis ) is rejected . In
other words, " There is a positive
influence among frontliners Service
Performance
(X1)
to
Customer
Satisfaction BCA branch Permata
Buana ( Y ) " .
2. Based on the results of the analysis of
partial test known customer satisfaction
( X2 ) on customer loyalty ( Y ) has a
value of t = 2.529 , the value is higher
than the value 1.670 TTable . From
these results in mind when Ha (
hypothesis) is accepted , and Ho (
Statistical hypothesis ) is rejected . In
other words, " There is a positive effect
between customer satisfaction ( X2 ) on
customer loyalty Bank BCA Permata
Buana branch ( Y ) " .
Performance Analysis Services Frontliner
Performance shown is the actual behavior of
each person as an accomplishment of work
produced by the employee in accordance with
its role within the company . With the work that
is accomplished by a customer service officer
and Teller to do a job can be evaluated for
their performance , especially the performance
part frontliner customer service officer and
Teller can be determined by the achievement
of targets over a period of time to achieve.
Customer service officer performance and
Teller Bank Permata Buana Bank branches to
be one of the determining factors in the
formation of customer loyalty that begins by
giving satisfaction to customers . Referring to
the measurement , by using instrumental
questions distributed to the respondents .
Performance customer service officer and
Teller as measured by the question " quality
work and customer service officer Teller good
enough " , showed respondents generally
agreed to respond by 59 % .
Reliability of the Teller Customer
service officer and high categorization
suggests that the accuracy of the information
submitted affirmation and ethics in delivering
high material . Reliability to Customer service
officer and Teller arise because of the
impression from customers about customer
service officer and Teller relating to his
character . Customer service officer and Teller
are trustworthy and Teller Customer service
officer who was considered an honest , sincere
, moral , fair , courteous and ethical , the
communication activities that have been
carried out by the customer . Experience and
judgment against the customer Customer
service officer and Teller raises a credibility in
the form of reliability to customers
Customer Satisfaction Analysis
Many companies are focusing on the customer
seeks to create high customer satisfaction .
Customer satisfaction is the feeling ( feeling)
the perceived buyer of the performance of
companies that meet their expectations . But
8
viewed from the perspective of consumer
behavior , ' customer satisfaction ' into
something
complex
.
Behavior
after
purchasing attitudes will lead to satisfaction or
dissatisfaction in the consumer , then the
consumer satisfaction is a function of
expectations of the buyers of the products or
services to the perceived performance .
Customer satisfaction in this study is defined
as the perception of performance and Teller
Customer service officer selected if it meets
customer expectations .
Based on respondents' answers
regarding customer satisfaction Permata
Buana Bank branch with the overall service
provided Customer service officer and Teller ,
in general, respondents gave a response of
38% Agree Enough . This concurs with the
Erna and S. Mowen Pantja Djati 2004 that the
most important factor to creating customer
satisfaction is the performance of employees
who are able to handle the desires and needs
of consumers .
Analysis of Customer Loyalty
Customer loyalty is key to the success of a
business in the long term relationship between
the company and its customers . Similarly, the
branch of the Bank Permata Buana which
seeks to establish relations of cooperation as
well as possible with customers through
customer service officer role and Teller .
Based on respondents' answers on
some questions regarding the item customer
loyalty Permata Buana Bank branch can be
seen that their desire to continue to use the
services of Bank Permata Buana Bank branch
, showed the presence of satisfaction with the
services provided over the years. The creation
of satisfaction showed any indication of a loyal
attitude towards Bank Permata Buana Bank
branch . Loyalty is not the percentage of
consumers who first bought , but repeat
purchases . Loyalty is the percentage of
people who 've bought in a certain period and
re-purchase from the first purchase .
Party customers in this condition feel
that other banks would be unable to provide a
better service than the BCA bank branch
Permata Buana . This is evident from
respondents who stated Agree by 48 % in
terms of using the product / service branch of
the Bank Permata Buana repeatedly . And
provide an answer Strongly Agree 40% in
terms of the frequency of customers using
products Permata Buana BCA branch . The
high frequency of the use of BCA products
Permata Buana branch , showed respondents
as active customers using banking facilities in
all activities of daily activities . In addition to
the continuous use of the product BCA branch
Permata Buana shows the convenience of
using banking products offered .
If consumers are satisfied with the
performance of a brand will continue to buy the
brand , use it even tells others will overload the
brand based on consumer experience in
wearing the brand . If consumers are satisfied
with a particular brand and often buy these
products , it can be said that a high level of
brand loyalty , otherwise if consumers are not
too satisfied with a particular brand and tend to
buy products with different brand then the low
level of brand loyalty . This is evident from
respondents who stated Strongly Agree in
informing and referring products / services
Buana Bank Permata branch to relatives and
friends by 41 % . The urge to inform and refer ,
is a form of reliability of the quality of products
Bank Permata Buana Bank branch . The
quality of reliability would dare encourage
customers to provide recommendations to the
relationship .
Consumer satisfaction can be maintained and
improved in order to create and maintain brand
loyalty . When consumers get satisfaction from
the purchase of a product then it will create a
positive attitude towards the brand so that
consumers will make a purchase . Improved
performance and Teller Customer service
officer should always be optimized . Ability
Customer service officer and Teller provide
information , and the ability to provide
assistance to the banking problems must be
improved .
Influence Analysis Service Performance
and Customer Satisfaction to Loyalty
Priority
Based on the results of data processing in
Chapter IV , the results obtained for the
calculation of the coefficient of determination (
R2 ) is 53.5 % , which means it does show that
the percentage of the magnitude of the effect
of the independent variable is the performance
of services as well as customer satisfaction
frontliner able to explain 53% of variation
variable customer loyalty . While the remaining
47 % are other factors not examined , such as
convenience banking hall , the queue is too
9
long , do not place a strategic location , and so
forth.
7. CONCLUSION
The conclusion that the writer can convey the
level of influence the performance of Customer
Service Officer and Teller and customer
satisfaction on customer loyalty in Bank BCA
Permata Buana branches are as follows :
1. Performance and Teller Customer
Service Officer at Bank BCA Permata
Buana branch , based on the survey
results revealed still not optimal . It is
seen from the distribution of respondents
over the questionnaire distributed , it is
known when the performance of
Customer Service Officer and Teller has
not done well . Ability Customer Service
Officer and Teller provide information and
provide assistance to the banking
problems still less than optimal .
2. The level of customer satisfaction Bank
BCA Permata Buana branches far less
than the maximum , in other words, must
be improved. The conclusions obtained
from the distribution of respondents over
the instrument questions concerning
customer satisfaction with Bank Permata
Buana Bank branch
3. Customer loyalty Bank BCA Permata
Buana branches indicate if the level of
customer loyalty is still room for
improvement . Based on the distribution
of research instrument deployment ,
respondents concentrated on the answers
that indicate the level of customer loyalty
is not so strong .
4. Based on the results of analysis when
performance levels Customer Service
Officer and Teller influence on customer
satisfaction in Bank BCA Permata Buana
branch at 53 %, this indicates that the
percentage of the magnitude of the effect
of the independent variable is the
performance of services as well as
customer satisfaction frontliner able to
explain 53% of variation loyalty variable
customers . While the remaining 47 % are
other factors not examined , such as
convenience banking hall , the queue is
too long , do not place a strategic location
, and so forth
Suggestion
Advice to writers to make about the effect of
the performance of the Customer Service
Officer and Teller and satisfaction on customer
loyalty in Permata Buana Bank BCA branches
are as follows :
1. Performance of Customer Service Officer
and Teller at Bank BCA Permata Buana
branch should continue to be addressed .
How that can be achieved is by
increasing
knowledge
(
product
knowledge ) about the services BCA . In
addition it should also be given training to
enhance the capabilities and expertise of
Customer Service Officer and Teller in
providing necessary assistance banking
customers .
2. Increased customer satisfaction can be
improved by always trying to figure out ,
and understand the needs of customers .
Furthermore, how the solution can be
offered by the Bank BCA Permata Buana
upper
branch
banking
problems
experienced by customers .
3. Loyalty is an attitude last longer , but it is
not likely to turn out to be re not loyal .
For that effort to maintain loyalty by
establishing a good relationship , thereby
increasing emotional closeness and
encourage customers to decide my
choice should receive serious attention
from the Bank BCA Permata Buana
branch .
4. Increased satisfaction with services
kenerja fix can be applied . Program to
improve long-term relationships with
customers
through
increased
professionalism necessary to front-line
staff ( part frontliner ) and at the back
office . Professionalism and Teller
Customer Service Officer is not only
covers the technical capabilities of their
duties but also non - technical nature
humanistic .
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