Analisis Kualitas Layanan dan Kepuasan Nasabah pada PT. Bank Negara Indonesia (Tbk) Kantor Cabang Utama Padang
Abstract
The background of this research is the quality of service is an important factor for any bank to become the market leader in the banking business competition is getting stronger. BNI as a company that is engaged in the service are always working to improve the satisfaction of its customers by providing the best service to its customers. The purpose of this study was to observe the quality of service and customer satisfaction, PT Bank BNI (Persero) Tbk Main Branch Padang. The results of this study turns BNI service quality is high enough to exceed what is expected of the client.
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