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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| Main Authors: | , |
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| 格式: | Theses and Dissertations NonPeerReviewed |
| 出版: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| 主題: | |
| 在線閱讀: | 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 |
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| 總結: | 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 |
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