Kompetensi Komunikasi Customer Service Sebagai Pendukung Kepuasan Nasabah

Abstract

This research is motivated by the interest of researchers to examine the influence of
customer service communication competence on customer satisfaction with the research
object of Bank Central Asia KCP Pondok Ungu. The purpose of this study was to determine
the magnitude of the influence of customer service communication competence on customer
satisfaction. This research uses The Excellent of PR theory. The research method used is
quantitative with an explanatory approach. The population in this study were 101
customers of BCA KCP Pondok Ungu. The sampling technique used is non-probability with
the accidental sampling method. The results showed that the influence of customer service
communication competence on customer satisfaction was 67.2%, then 32.8% was
influenced by other things that were not included in this study.