IMPLEMENTASI KEBIJAKAN INTENSIF ROLEPLAY CUSTOMER SERVICE DAN PENGARUHNYA TERHADAP KUALITAS PELAYANAN NASABAH DI KANTOR PT. BANK TABUNGAN NEGARA (Persero) Tbk, CABANG BOGOR
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Abstract
This study aims to determine how the implementation of the roleplay policy
affects the quality of customer service at the PT. State Savings Bank Bogor
Branch. This study uses a quantitative descriptive analysis approach, which is
a method that functions to describe or provide an overview of the object under
study through data or samples that have been collected as they are, without analyzing and making generally accepted conclusions. The population in this
study was taken from 10 employees and 30 customers, while the research
sample was purposive sampling technique with a total of 40 respondents taken
from the total sample population. The final result of this study concludes that
from the results of data analysis that has been collected through filling out
questionnaires by 40 respondents, the calculation of the data obtained is as
follows: The policy implementation variable shows a tcount value of 0.432
which is greater than ttable in accordance with the ttable data in the
calculation data table reliability test in making and determining decisions,
with the average value (αlpha = 0.05) as ttable. This value which is counted in
a positive value indicates that the policy implementation variable has a direct
influence on service performance. Thus, if the implementation of the policy is
improved it will improve the quality of service at BTN
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References
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