Tingkat Kepuasan Nasabah Terhadap Pelayanan Customer Service di PT. Bank Rakyat Indonesia Unit Narmada

Customer service is a frontliner which is the job is to interact directly with customers. Customer satisfaction is the main key to the success of a bank where customers have feel the benefits of customer service so that it creates a sense of trust that customer service can provide quality services that can give what customer needs. This study aims to determine the rate of customer satisfaction with customer service at Bank Rakyat Indonesia Narmada units. This research is descriptive quantitative. The data collection technique used a questionnaire with a Likert scale measurement and the sample used 100 respondents who save and transact for at least one year or more. This study showed that loyalty, satisfaction, trust and service quality provided by customer service at Bank Rakyat Indonesia Narmada unit to customers is excellent. However, there are some customers who are not satisfied with customer service and need to further improve the provision of solutions and suggestions to customers. Keywords: loyalty, satisfaction, trust and service quality