PENGARUH PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH

  • Berliantina Rosita
  • Sigit Indrajaya

Abstract

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.

 

How to Cite
ROSITA, Berliantina; INDRAJAYA, Sigit. PENGARUH PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH. DIGEST MARKETING, [S.l.], v. 1, n. 1, p. 1-7, jan. 2016. Available at: <https://online-journal.unja.ac.id/index.php/digest/article/view/2592>. Date accessed: 24 sep. 2017.