PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA
Emotional intelligence has a strong influence on service quality (Kurian, 2013) as well as job satisfaction has an influence on service quality (Yee et al, 2008). This study aims to examine the positive influence of emotional intelligence and job satisfaction in customer service towards the customer...
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| Format: | Theses and Dissertations NonPeerReviewed |
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[Yogyakarta] : Universitas Gadjah Mada
2014
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id-ugm-repo.1335702016-03-04T08:15:46Z https://repository.ugm.ac.id/133570/ PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA , Tantri Sulma Mardiah , Prof. Djamaludin Ancok, Ph.D. ETD Emotional intelligence has a strong influence on service quality (Kurian, 2013) as well as job satisfaction has an influence on service quality (Yee et al, 2008). This study aims to examine the positive influence of emotional intelligence and job satisfaction in customer service towards the customer perception of service quality on customer service officer of PT Bank UOB Indonesia. The hypotheses in this study are: 1. Emotional intelligence has a positive influence on perceived service quality [Yogyakarta] : Universitas Gadjah Mada 2014 Thesis NonPeerReviewed , Tantri Sulma Mardiah and , Prof. Djamaludin Ancok, Ph.D. (2014) PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74271 |
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ETD , Tantri Sulma Mardiah , Prof. Djamaludin Ancok, Ph.D. PENGARUH KECERDASAN EMOSI DAN KEPUASAN KERJA CUSTOMER SERVICE TERHADAP PERSEPSI NASABAH ATAS KUALITAS LAYANAN CUSTOMER SERVICE DI PT BANK UOB INDONESIA |
| description |
Emotional intelligence has a strong influence on service quality (Kurian,
2013) as well as job satisfaction has an influence on service quality (Yee et al, 2008).
This study aims to examine the positive influence of emotional intelligence and job
satisfaction in customer service towards the customer perception of service quality on
customer service officer of PT Bank UOB Indonesia. The hypotheses in this study
are: 1. Emotional intelligence has a positive influence on perceived service quality |
| format |
Theses and Dissertations NonPeerReviewed |
| author |
, Tantri Sulma Mardiah , Prof. Djamaludin Ancok, Ph.D. |
| author_facet |
, Tantri Sulma Mardiah , Prof. Djamaludin Ancok, Ph.D. |
| author_sort |
, Tantri Sulma Mardiah |
| title |
PENGARUH KECERDASAN EMOSI DAN KEPUASAN
KERJA CUSTOMER SERVICE TERHADAP PERSEPSI
NASABAH ATAS KUALITAS LAYANAN CUSTOMER
SERVICE DI PT BANK UOB INDONESIA |
| title_short |
PENGARUH KECERDASAN EMOSI DAN KEPUASAN
KERJA CUSTOMER SERVICE TERHADAP PERSEPSI
NASABAH ATAS KUALITAS LAYANAN CUSTOMER
SERVICE DI PT BANK UOB INDONESIA |
| title_full |
PENGARUH KECERDASAN EMOSI DAN KEPUASAN
KERJA CUSTOMER SERVICE TERHADAP PERSEPSI
NASABAH ATAS KUALITAS LAYANAN CUSTOMER
SERVICE DI PT BANK UOB INDONESIA |
| title_fullStr |
PENGARUH KECERDASAN EMOSI DAN KEPUASAN
KERJA CUSTOMER SERVICE TERHADAP PERSEPSI
NASABAH ATAS KUALITAS LAYANAN CUSTOMER
SERVICE DI PT BANK UOB INDONESIA |
| title_full_unstemmed |
PENGARUH KECERDASAN EMOSI DAN KEPUASAN
KERJA CUSTOMER SERVICE TERHADAP PERSEPSI
NASABAH ATAS KUALITAS LAYANAN CUSTOMER
SERVICE DI PT BANK UOB INDONESIA |
| title_sort |
pengaruh kecerdasan emosi dan kepuasan
kerja customer service terhadap persepsi
nasabah atas kualitas layanan customer
service di pt bank uob indonesia |
| publisher |
[Yogyakarta] : Universitas Gadjah Mada |
| publishDate |
2014 |
| url |
https://repository.ugm.ac.id/133570/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74271 |
| _version_ |
1681233707160043520 |