Pramana, Rhezandy Gusti (2019) Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah (Studi Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Malang, Martadinata). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas layanan (tangible, reliability, responsiveness, assurance dan empathy) terhadap kepuasan nasabah, pada nasabah PT Bank Rakyat Indonesia Cabang Malang, Martadinata. Jenis penelitian ini adalah explanatory reasearch, yaitu berfokus untuk menjelaskan hubungan antarvariabel. Teknik analisis data yang digunakan adalah analisis regresi liniear berganda dengan program SPSS versi 21. Hasil penelitian ini adalah variabel dimensi tangible, reliability, dan responsiveness dimana berpengaruh tidak signifikan terhadap kepuasan nasabah. Sementara pada hasil penelitian variabel Responsiveness dan Assurance memiliki pengaruh signifikan terhadap kepuasan nasabah pada PT Bank Rakyat Indonesia Cabang Malang, Martadinata.
English Abstract
This study aims to determine the effect of service quality dimensions (tangible, reliability, responsiveness, assurance and empathy) on customer satisfaction, on customers of PT Bank Rakyat Indonesia Malang Branch, Martadinata. The type of research is explanatory research, which focuses on explaining relationships between variables. The data analysis technique used is multiple linear regression analysis with SPSS version 21. The results of this study are tangible, reliability, and responsiveness variables have no significant effect on customer satisfaction. Responsiveness and Assurance variables have a significant influence on customer satisfaction. at PT Bank Rakyat Indonesia Malang Branch, Martadinata.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/181/051903660 |
| Uncontrolled Keywords: | Tangible, Reliability, Responsiveness, Assurance, Empathy, Kepuasan Nasabah, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction |
| Subjects: | 300 Social sciences > 332 Financial economics > 332.1 Banks > 332.17 Banking services |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 18 Sep 2019 06:37 |
| Last Modified: | 21 Oct 2021 13:05 |
| URI: | http://repository.ub.ac.id/id/eprint/170056 |
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