FathorAS (2010) Hubungan Antara Dimensi Kualitas Jasa, Nilai Nasabah dan Kepuasan Nasabah pada Bank Jatim di Madura. Magister thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian ini adalah untuk 1). Menguji pengaruh langsung dimensi kualitas jasa terhadap nilai nasabah, 2). Menguji pengaruh langsung dimensi kualitas jasa terhadap kepuasan nasabah 3). Menguji pengaruh langsung nilai nasabah terhadap kepuasan nasabah dan 4). Menguji pengaruh tidak langsung dimensi kualitas jasa terhadap kepuasan nasabah melalui nilai nasabah. Penarikan sampel dilakukan dengan metode single - stage cluster random sampling dengan acak sederhana dan didapatkan 2 lokasi kantor cabang sampel yaitu, Bangkalan dan Pamekasan sedangkan sampel nasabah dipilih dengan metode systematic random sampling yang terdistribusi masing-masing 48 nasabah cabang Bangkalan dan 52 nasabah cabang Pamekasan. Data dikumpulkan dengan kuesioner, data yang terkumpul diuji validitas dan reliabilitasnya, pengujian dilakukan dengan korelasi bivariat dan uji statistik Cronbach alpha . Selanjutnya dilakukan uji asumsi klasik. Untuk menganalisis data digunakan analisis deskriptif dan analsis jalur. Secara umum hasil analisis deskriptif variabel kualitas jasa pada dimensi Bukti langsung, dimensi kehandalan, dimensi daya tanggap, dimensi jaminan, dan dimensi kepedulian berada pada daerah baik. Variabel nilai nasabah dan variabel kepuasan nasabah berada pada daerah baik. Hasil analisis jalur ( path analysis ) pertama menunjukkan bahwa kualitas jasa pada dimensi bukti langsung, kehandalan, daya tanggap, jaminan dan kepedulian berpengaruh langsung signifikan dan positif terhadap nilai nasabah. Uji Analisis jalur pengaruh langsung kualitas jasa bank pada dimensi bukti langsung, kehandalan, daya tanggap, jaminan dan kepedulian dan variabel nilai nasabah berpengaruh signifikan dan positif terhadap kepuasan nasabah. Hasil analisis jalur pengaruh tidak langsung menunjukkan bahwa kualitas jasa pada dimensi bukti langsung, kehandalan, daya tanggap, jaminan dan kepedulian berpengaruh signifikan dan positif secara tidak langsung terhadap kepuasan nasabah melalui nilai nasabah.
English Abstract
aim of this study ware 1). to test direct effect of service quality dimensions to customer value, 2). to test direct effect of service quality dimensions to customer satisfaction 3). to test direct effect of customer value to customer satisfaction 4). to test indirect effects of service quality dimensions to customer satisfaction through customer value. Sample collection was conducted by single-stage random cluster sampling method using simple random to two locations of branch offices namely Pamekasan and Bangkalan. customer samples was selected by systematic random sampling method and 52 customer was distributed at Pamekasan branches and 48 customer distributed at Bangkalan branch. Data was collected by questionnaires, collected was tested validity and reliability, test brand extension done by bivariate correlation and cronbach alpha test statistic. next test performed classical assumptions. To analyze data is used descriptive analysis and path analysis. Generally, results of descriptive analysis to service quality dimensions of direct evidence, reliability, responsiveness, assurance, empathy dimensions area located in good area. Customer value and customer satisfaction variable located at good area. results of first path analysis showed that service quality of direct proof dimension, responsiveness, assurance and empathy directly and significantly have positive effect to customer value. indirect effect of path analysis show that service quality at direct proof dimension, reliability, responsiveness, assurance and empathy directly and significantly have positive effect to customer satisfaction. indirect effect of path analysis show that service quality at direct proof dimension, reliability, responsiveness, assurance and empathy directly and significantly have positive effect to customer satisfaction through customer value.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.812/FAT/h/041102347 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 14 Oct 2011 19:46 |
| Last Modified: | 14 Oct 2011 19:46 |
| URI: | http://repository.ub.ac.id/id/eprint/159881 |
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