PENGARUH PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH
The study aim is to explain complaint handling at BRI, and to explain complaint handling influence on customer satisfaction. Samples size consist of 100 respondents which chosen with random sampling techniques. Research result shows significant influence both simultaneous and partial effect on customer satisfaction. The probability value of the three variables are procedural justice (0,001), interactional justice (0.043), and distributive justice (0,000). Hence, it is suggested that the organization should internalizes complaint handling as the important competency to the employee.
Keywords: Complaint Handling, Procedural Justice, Interactional Justice, Distributive Justice, Customer Satisfaction.