Hubungan Komunikasi Interpersonal Customer Service Dengan Service Quality Bank Mandiri Pasar Jombang

Abstract

We are currently in the era of cutting-edge technology, the function of the banking industry to promote and maintain the economy of a country is very important. The services provided by Customer Service officers to customers are very closely related to communication, especially interpersonal communication. In the banking world, it is also inseparable from the existence of public relations, the activities of external public relations are effective, persuasive and informative communication for the external community of the company. Some customers think that inadequate service will lead to customer disappointment with the assistance from the Bank. The problem in this research is whether there is a relationship between Cust. Service interpersonal communications & customer satisfactions, this research points to decide whether there is a relationship between Customer Service interpersonal communication & Service Quality. Researchers use Interpersonal Communication theory according to De Vito and Service Quality Theory according to Kotler. This research uses a quantitative method with the type of explanatory research, the population in this research is a customer of Bank Mandiri Pasar Jombang totaling 2500 people, with a research sample of 97 people using the Slovin formula. The results of this research, interpersonal communication of Customer Service plays an important role in achieving customer satisfaction. The correlation test results show a positive value indicating the direction of the relationship, while the correlation value or the relationship between Customer Service interpersonal communication & customer satisfaction at Bank Mandiri Pasar Jombang has a very strong relationship.