PENGARUH KOMPETENSI KARYAWAN FRONTLINER TERHADAP EFEKTIVITAS PELAYANAN PADA PT BANK BTN (BANK TABUNGAN NEGARA) Tbk CABANG PALEMBANG

Abstract

ABSTRACT

This study aims to investigate the influence of Employee Competence frontliner towards Effectiveness Of Services In PT Bank BTN Tbk Palembang Branch. The hypothesis of the existing problems, namely: "frontliner competency has positive and significant impact on the effectiveness of services in PT Bank BTN Tbk Palembang Branch".

The Sampling technique in this study using censuses method. The methods of data collecting used to conduct this study were questionnaires test to validity and reability of questionnaires and used 46 respondens. Meanwhile the methods of data analysis, the researchers used a test instrument to test the validity and reliability of the questionnaire. Furthermore, a simple regression analysis was used to find the regression equation. Then, correlation and coefficient determination test were done to find out the relationship between the independent and dependent variables and to find out how much the independent variable was influenced by the dependent variable.

The results of this study show that the employee competence frontliner towards effectiveness of services PT Bank BTN Tbk Palembang branch of 11.2%.