PENGARUH KOMUNIKASI INTERPERSONAL FRONTLINER TERHADAP KEPUASAN PELANGGAN DI KANTOR FIFGROUP CABANG MOJOKERTO

Abstract

     This research was conducted at the office of FIFGROUP Mojokerto Branch. FIFGROUP Mojokerto Branch Office is a company engaged in financing. The number of competitors in this field, PT. FIFGROUP carries out a strategy to maintain customer trust in the company, especially in services in the front position, namely frontliners with interpersonal communication skills. The purpose of this research is to find out whether there is an effect of frontliner interpersonal communication skills on customer satisfaction. In this study, researchers used two variables, namely interpersonal communication skills and customer satisfaction. Therefore, a hypothesis is formed, whether interpersonal communication skills affect customer satisfaction. This study uses descriptive quantitative research methods. The population taken in this study were all customers at the Mojokerto Branch FIFGROUP office on the basis of sampling using probability sampling technique, namely simple random sampling because the sample was taken randomly without regard to the existing strata in the population. The results of this study are the results of the simultaneous test or F test the result is the value of Sig = 0.00 < 0.05 and F-count = 0.647 > F-table = 0.2732, based on these results it can be interpreted that the frontliner interpersonal communication variable has an effect significant impact on customer satisfaction at the Mojokerto Branch FIFGROUP office.