IkhsanSiswanto (2009) Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. Asuransi Jiwasraya (Persero) Malang Branch Office. Sarjana thesis, Universitas Brawijaya.
Abstract
Latar belakang penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas pelayanan yang terdiri dari lima dimensi, yaitu ; bukti fisik ( tangible ), keandalan ( reliability ), daya tanggap ( responsiveness ), jaminan ( assurance ), dan empati ( empathy ) terhadap kepuasan nasabah pada PT. Asuransi Jiwasraya (Persero) Malang Branch Office . Untuk mengetahui seberapa besar pengaruh variabel terikat (kualitas pelayanan) terhadap variabel bebas (kepuasan nasabah) digunakan analisis regresi dengan metode analisa uji t dan uji F. Penelitian ini termasuk dalam jenis penelitian Explanatory Research , digunakan untuk menguji ada tidaknya hubungan sebab akibat dari kualitas pelayanan yang diberikan oleh PT. Asuransi Jiwasraya (Persero) Malang Branch Office terhadap kepuasan nasabah. Sampel yang diambil sebesar 60 responden sedangkan pengambilan sampel menggunakan teknik Simple Random Sampling , yaitu pengambilan sampel dengan menyebarkan kuesioner kepada nasabah PT. Asuransi Jiwasraya (Persero) Malang Branch Office secara acak sederhana. Dari hasil regresi dapat diketahui bahwa terdapat pengaruh yang signifikan antara variabel bebas (kualitas pelayanan) yaitu variabel bukti fisik (X 1 ), variabel keandalan (X 2 ), variabel daya tanggap (X 3 ), variabel jaminan (X 4 ), dan variabel empati (X 5 ) secara bersama-sama atau simultan terhadap variabel terikat yaitu kepuasan nasabah (Y), hal ini dapat dibuktikan dengan Nilai F hitung yang diperoleh sebesar 46,678 sedangkan nilai F tabel sebesar 2,386. Dari hasil tersebut diketahui bahwa F hitung > F tabel , sehingga keputusan yang diambil adalah menolak H o dan menerima H 1 , dan juga dapat diketahui bahwa variabel jaminan (X 4 ) mempunyai pengaruh yang dominan terhadap kepuasan nasabah (Y), hal ini dapat dibuktikan dari besarnya nilai koefisien regresi variabel bebas yang mempunyai regresi paling besar (0,181) adalah variabel Jaminan (X 4 ), hal ini berarti setiap pertambahan X 4 sebesar satu unit maka terjadi peningkatan nilai Y sebesar 18,1 % dengan asumsi nilai X 1 , X 2
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2009/650/051000039 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 19 Jan 2010 14:57 |
| Last Modified: | 23 Oct 2021 16:30 |
| URI: | http://repository.ub.ac.id/id/eprint/104552 |
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