HUBUNGAN FAKTOR - FAKTOR PENILAIAN KINERJA KARYAWAN TERHADAP KEPUASAN NASABAH PT BANK RAKYAT INDONESIA (PERSERO), TBK CABANG JOMBANG

Abstract

Customer satisfaction measurement is an organization that should be done periodically to further solidify its competitive advantage compared to competitors. Performance Improvement Officers carried out by banks as service providers as well as the management of PT Bank Rakyat Indonesia (Persero) Tbk as a provider of banking services, the appropriate attributes will bring positive impact of improving customer satisfaction. But on the contrary, improved performance on attributes that are not right will lead an organization on waste. This study aims to measure customer satisfaction using secondary data research.
From these results obtained conclusion that customer satisfaction is influenced by the quality of service of employees of PT Bank Rakyat Indonesia (Persero) Tbk. If the performance of employees increases, the entire performance assessment factors on which the performance appraisal increases. And it has a positive effect on customer satisfaction PT Bank Rakyat Indonesia (Persero)Tbk.
Keywords: Performance Assessment, Customer Satisfaction