PuspitaMaharaniHardi, Ayu (2014) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Survei Pada Nasabah Tabungan PT. Bank Central Asia Tbk Cabang Borobudur Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Salah satu hal penting yang berkaitan dengan kepuasan nasabah adalah pelayanan yang berkualitas atau yang dikenal dengan service quality. Bagi perusahaan jasa, service quality (kualitas pelayanan) memegang peranan yang sangat penting bagi keberhasilan perusahaan dalam mencapai tujuannya. Kualitas pelayanan dapat didefinisikan sebagai seberapa jauh perbedaan antara kenyataan dan harapan pelanggan atas layanan yang mereka terima. Terdapat lima dimensi kualitas pelayanan yang sering kali digunakan nasabah untuk menilai kualitas pelayanan, yaitu tangibles/bukti fisik, reliability/kehandalan, responsiveness/ketanggapan, assurance/jaminan dan kepastian serta emphaty. Jenis penelitian yang digunakan dalam penelitian ini adalah jenis penelitian explanatory. Sampel dalam penelitian ini sebanyak 100 responden. Teknik pengambilan sampel menggunakan purposive sampling. Metode pengumpulan data menggunakan wawancara dan kuesioner. Analisis data menggunakan Analisis Deskriptif dan Analisis Regresi Linear Berganda. Hasil secara statistik menunjukkan bahwa hipotesis I dapat diketahui bahwa variabel-variabel Reliabilitas/reliability (X1), Daya tanggap/responsiveness (X2), Jaminan/assurance (X3), Empati/empathy (X4) dan Bukti fisik/ tangibles (X5) secara simultan/bersama-sama terbukti mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah (Y). Hasil hipotesis II menunjukkan bahwa variabel-variabel bebas yaitu Reliabilitas/reliability (X1), Daya tanggap/responsiveness (X2), Jaminan/assurance (X3), Empati/empathy (X4) dan Bukti fisik/tangibles (X5) secara parsial mempunyai pengaruh yang bermakna terhadap Kepuasan Nasabah (Y). Hasil pengujian hipotesis III menunjukkan apabila variabel Jaminan/assurance (X3) dengan nilai koefisien regresi terbesar (0,218), sehingga variabel Jaminan/assurance (X3) mempunyai pengaruh paling tinggi/terbesar terhadap Kepuasan Nasabah (Y). Saran-saran untuk tindak lanjut, hendaknya pihak PT. Bank Central Asia Tbk, Cabang Borobudur Malang selalu berupaya memperbaiki dan meningkatkan kualitas pelayanan yang diberikan kepada nasabah melalui lima faktor kualitas pelayanan yang terdiri dari reliabilitas/reliability, daya tanggap/responsiveness, jaminan/assurance, empati/empathy dan bukti fisik/tangibles. Hendaknya pihak PT. Bank Central Asia Tbk, Cabang Borobudur Malang harus dapat memberikan jaminan keamanan atas dana nasabah yang tersimpan di bank, peningkatan reputasi (kredibilitas) perusahaan sesuai dengan harapan nasabah, staf dan karyawan bekerja secara profesional (terlatih, sabar, kompetensi). Dengan jaminan/assurance diterapkan dengan tepat, maka faktor jaminan/assurance ini dapat menjadi keunggulan PT. Bank Central Asia Tbk, Cabang Borobudur Malang dalam menghadapi persaingan yang makin tajam dengan perusahaan lain sejenis.
English Abstract
One of the key aspects related to customer satisfaction is a quality service, known as service quality. For service companies, service quality (quality of service) plays a very important to the success of the company in achieving its goals. Quality of care can be defined as how far the difference between reality and expectations of customers for the services they receive. There are five dimensions of service quality that is often used to assess the quality of customer service, which is tangibles, reliability, responsiveness, assurance, and emphaty. This type of research used in this study is the type of explanatory research. The samples in this study were 100 respondents. The sampling technique using purposive sampling. Methods of data collection using interviews and questionnaires. Data analysis using descriptive analysis and multiple linear regression analysis. The results showed statistically that the first hypothesis can be seen that the reliability of variables (X1), Responsiveness (X2), Collateral (X3), Empathy (X4) and physical evidence (X5) simultaneously shown to have a significant impact on customer satisfaction (Y). The results of the second hypothesis suggests that the independent variables, namely reliability (X1), Responsiveness (X2), Security / Assurance (X3), Empathy (X4) and physical evidence tangibles (X5) partially have significant influence the Customer Satisfaction (Y). The results of hypothesis testing third shows when variables guarantee / assurance (X3) with the largest regression coefficient (0.218), so the variable Assurance / Assurance (X3) has the highest influence / advice on Customer Satisfaction (Y). Suggestions for follow-up, should the PT. Bank Central Asia Tbk, Borobudur Branch Malang always working to improve and enhance the quality of services provided to customers through five service quality factors consisting of reliability, responsiveness, assurance, empathy and tangibles. PT. Bank Central Asia Tbk, Borobudur Malang Branch should be able to provide security over customer funds in the bank, an increase in reputation (credibility) of the company in accordance with the expectations of customers, staff and employees working professionally (trained, patience, competence). With the guarantee applied correctly, then this could be a factor guarantees excellence PT. Bank Central Asia Tbk, Borobudur Branch Malang in the face of increasingly sharp competition with other similar companies.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2014/816/051501174 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 17 Feb 2015 10:16 |
| Last Modified: | 22 Oct 2021 23:33 |
| URI: | http://repository.ub.ac.id/id/eprint/116966 |
Preview |
Text
Bab_I.pdf Download (1MB) | Preview |
Preview |
Text
Bab_IV.pdf Download (2MB) | Preview |
Preview |
Text
Bab_II.pdf Download (1MB) | Preview |
Preview |
Text
Bab_III.pdf Download (1MB) | Preview |
Preview |
Text
Cover.pdf Download (1MB) | Preview |
Preview |
Text
Bab_V.pdf Download (1MB) | Preview |
Preview |
Text
CURRICULUM_VITAE.pdf Download (1MB) | Preview |
Preview |
Text
Daftar_Isi_RENOVASI.pdf Download (1MB) | Preview |
Preview |
Text
Daftar_Pustaka.pdf Download (1MB) | Preview |
Preview |
Text
Data_Summaries.pdf Download (2MB) | Preview |
Preview |
Text
KATA_PENGANTAR.pdf Download (1MB) | Preview |
Preview |
Text
Lampiran_SPSS.pdf Download (2MB) | Preview |
Preview |
Text
Regression.pdf Download (1MB) | Preview |
Actions (login required)
 |
View Item |