HUBUNGAN ANTARA PENILAIAN MANAJEMEN KOMPLAIN JASA DENGAN TINGKAT PEMANFAATAN JASA PERBANKAN

Abstract

This article explains the costumer behaviour in adopting the complaint management by paying attention to the customer perception of the nature or characteristics of complain management system of BCA Bank known as ‘Halo BCA’. The population of this study are of Perbanas School of Economics, Jakarta, who also become custumers of BCA Bank. The survey was conducted on July 2002 by delivering a questionnaire to some 94 customers-students selected purposively by a snowballing approach. The research reveals a moderate and positive relationship between the adoption of ‘Halo BCA’ and the perception of the students-customers of the characteristics of ‘Halo BCA’ as a complaint management system. The correlation between the two variables is 0.420 at a level significance of 99%. But the study found that only 17.64% of the variation in the explained variable can be explained by the explaning variable. The research findings entail further investigations to better understand the explanation of the variation in customers-students’ behaviour in adopting a complaint management system, e.g. by extending the number of independent variables or by doing replicated studies in other settings. Meanwhile, the management of BCA Bank may increase the attractiveness and effectiveness of its complaint management system through the improvement of ‘Halo BCA’ in an integrative approach.