PERANAN CUSTOMER SERVICE DALAM MENINGKATKAN PENJUALAN PRODUK PT. BANK MANDIRI (Persero), Tbk CABANG PADANGSIDIMPUAN

Abstract

From the results of the data processing carried out, it is found that the regression coefficient value of the customer service variable is 0.155, this indicates that if the customer service variable is increased by one unit, the value of the Product Sales variable at PT. Bank Mandiri (Persero), Tbk Padangsidimpuan Branch will increase by 0.155. Partially it can be concluded that individual customer service variables have a positive and significant effect on Product Sales at PT. Bank Mandiri (Persero), Tbk, Padangsidimpuan Branch. This is evidenced by the acquisition of t_count > t_table  (10.817 > 1.708) and the significance value is smaller than the probability value of 0.05 (0.000 <0.05). The customer service variable can explain product sales of 0.97. In other words, 97% of product sales at PT. Bank Mandiri (Persero), Tbk, Padangsidimpuan Branch is explained by the customer service variable while the remaining 3% is explained by other factors that are not included in this research model. The value of Standard Error of the Estimate (SEE) is 0.74752, this right means that the smaller the Standard Error of the Estimate (SEE) obtained will make the regression model more precise in predicting the dependent variable. PT. Bank Mandiri (Persero), Tbk must have its own objectives to be achieved within a certain period of time, the objectives of bank services are usually more oriented to how to increase new customers, which in turn can create customer satisfaction. In this case, the bank must provide excellent service to customers.