ABSTRACT
THE RELATIONSHIP BETWEEN SERVICE QUALITY OF TELLERS
AND STUDENT SATISFACTION IN SINGLE TUITION (UKT)
PAYMENT AT BANK NEGARA INDONESIA
Sirajul Fikri
Tellers do not only serve but also pay attention to the customer satisfaction. In
assessing the service, customers use ten original dimensions as the key indicators
in determining the service quality. The purpose of this study was to find out the
relationship between the service quality of tellers and student satisfaction in the
Single Tuition (UKT) payment at Bank Negara Indonesia. A quantitative method
was used in the study, and the subjects were 89 students of semester VI at the
Department of Psychology, Faculty of Medicine, using the total sampling
technique as the sampling technique. Data were collected using service quality
scale and satisfaction scale. Data were analyzed using the product moment
correlation. The result of the study showed that there was a relationship between
the service quality of tellers and student satisfaction at the department of
psychology, Universitas Lambung Mangkurat, in the Single Tuition (UKT)
payment at Bank Negara Indonesia.
Keywords: service, satisfaction, UKT payment