PENGARUH KUALITAS PELAYANAN, KINERJA CUSTOMER SERVICE OFFICER TERHADAP KEPUASAN NASABAH (STUDI KASUS PADA PT.BANK CENTRAL ASIA, TBK. CABANG PONDOK LESTARI CILEDUK TANGERANG)

ABSTRAK Penelitian ini bertujuan untuk mengetahui 1) Pengaruh  kualitas pelayanan terhadap kepuasan nasabah 2) Pengaruh kinerja customer service officer terhadap kepuasan nasabah 3) Pengaruh kualitas pelayanan dan kinerja customer service officer secara bersama-sama terhadap kepuasan nasabah. Penelitian ini menggunakan metode kuantitatif dengan teknik survei. Instrumen pengumpul data yang digunakan adalah kuesioner tertutup dengan skala likert. Penelitan ini menggunakan sampel acak dengan jumlah responden sebanyak 60 nasabah. Data yang diperoleh dari penelitian ini akan dianalisis dengan menggunakan metode statistik dengan program SPSS versi 19 for windows . Hasil dari penelitian ini menunjukkan bahwa Terdapat pengaruh yang kuat, positif dan signifikan  antara Kualitas Pelayanan (X 1 ) terhadap Kepuasan Nasabah (Y) dengan koefisien determinasi korelasi sebesar 0,524 dengan persamaan regresi sederhana Y = 1,070 + 0,190X 1 . Terdapat pengaruh yang sangat kuat, positif dan signifikan  antara Kinerja customer service officer (X 2 ) terhadap Kepuasan Nasabah (Y) dengan koefisien determinasi korelasi sebesar 0,757 dengan persamaan regresi sederhana Y= 8,130 + 0,266X 2 . Terdapat pengaruh yang sangat kuat, positif dan signifikan  Kualitas Pelayanan (X 1 ) dan Kinerja customer service officer (X 2 ), secara bersama-sama terhadap Kepuasan Nasabah (Y), koefisien determinasi korelasi ganda diperoleh 0,835 dengan persamaan regresi ganda Y =  3,344 + 0,089X 1 + 0,207X 2 . Kata Kunci        : Kualitas Pelayanan, Kinerja customer service officer dan Kepuasan Nasabah . ABSTRACT The objectives of this research to know 1) The influence of service quality to the customer satisfaction 2) The influence of performance of customer service officer to the customer satisfaction 3) The influence of service quality and performance of customer service officer to the customer satisfaction. This research was conducted at PT. Bank Central Asia, Tbk. Branch Cottage Sustainable Ciledug Tangerang. It uses quantitative method with survey. The instrument which is used in collecting data is closed questioner by using likert scale, This research uses surfeited sample with 60 respondents.The data from this research are going to be analyzed by using statistical method with SPSS version 19 for windows.The result of this study shows that : There is positive, strong and significant relationship between Service quality  (X 1 ) to the Customer satisfaction (Y) with a determination coefficient of correlation of 0,524 with a simple regression equation Y = 1,070 + 0,190X 1 .There is positive, strong and significant relationship between Performance of customer service officer (X 2 ) to the Customer satisfaction (Y) with a correlation coefficient of determination of 0,757 with a simple regression equation X 2 is      Y = 8,130 + 0,266X 2 . There is positive, strong and significant relationship between Service quality (X 1 ) and Performance of customer service officer (X 2 ) jointly to the Customer satisfaction (Y) with multiple correlation coefficient of determination of 0,835, obtained by the multiple regression equation  Y =  3,344 + 0,089X 1 + 0,207X 2 . Keywords : Service Quality, Performance of customer service officer, and Customer Satisfaction .