PENGARUH EFEKTIVITAS KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN PELANGGAN (Studi pada Nasabah Bank BRI KC A Rivai Kota Palembang)

HANIAH, SITI AUFA and Alfatih, Andy and Elfandari, Safitri (2023) PENGARUH EFEKTIVITAS KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN PELANGGAN (Studi pada Nasabah Bank BRI KC A Rivai Kota Palembang). Undergraduate thesis, Sriwijaya University.

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Abstract

This research was motivated by the discovery of complaints written by customers regarding ineffective interpersonal communication with Bank BRI KC A. Rivai's customer service, Palembang City. This study aims to determine and explain whether there is an influence between the effectiveness of interpersonal communication on customer satisfaction and what is the magnitude of the effect. The effectiveness of interpersonal communication as variable X initiated by De Vto consists of five dimensions, namely openness, empathy, supportive attitude, positive attitude, and equality. Meanwhile, customer satisfaction as a Y variable is explained by Tjiptono which consists of four dimensions, namely repeated purchases, recommending, creating a brand image, and making purchases at the same company. This research is a quantitative study by distributing questionnaires to 100 respondents by collecting samples using the 'non-probability sampling' purposive sampling method. The data obtained were then analyzed using a simple linear regression method with the help of SPSS Version 23 software. The results of this study indicate that there is an influence between the effectiveness of interpersonal communication on customer satisfaction with a T-value of 12.653 and a significance of 0.000. Also, the R square value of 0.620 means that 62% of customer satisfaction is explained by the effectiveness of interpersonal communication, and the other 38% is explained by other factors outside this study. Keywords: Interpersonal Communication Effectiveness, Customer Satisfaction

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Efektivitas Komunikasi Interpersonal, Kepuasan Pelanggan
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Siti Aufa Haniah
Date Deposited:	03 Oct 2023 02:13
Last Modified:	03 Oct 2023 02:13
URI:	http://repository.unsri.ac.id/id/eprint/129494

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