DETERMINAN MENGGAPAI NASABAH POTENSIAL MELALUI KESALAHAN LAYANAN DAN PEMULIHANNYA (STUDI KASUS DI 5 KANTOR CABANG SYARIAH UNIT USAHA SYARIAH BANK TABUNGAN NEGARA)

Abstrak

This study was conducted to test the ability of service quality and service recovery in reaching potential customers (Case Study in 5 Sharia Branch Offices of Sharia Business Units of Bank BTN). The survey questionnaire was designed and arranged in such a way as to meet the needs of the study, then distributed to 200 customers of Bank Tabungan Negara in the areas of Jakarta, Surabaya, Bandung, Yogyakarta, and Makassar. The data were analyzed using multiple regression analysis. The results of the study support the hypothesis of the negative influence of service errors and their recovery in reaching potential customers. The regression analysis shows a significant negative influence of service errors on behavioral intentions. This significant negative influence supports the hypothesis. Service errors are errors that occur in the service. Errors or failures in this service will have a negative effect on behavioral intentions. Service recovery has a significant positive effect on behavioral intentions. This supports the hypothesis that service recovery has a positive effect on behavioral intentions. Both independent variables have a significant effect on the dependent variable. This means that if a customer is dissatisfied and then the bank fixes the dissatisfaction quickly, the customer will remain as a potential customer.