Khairuman, Miftah and Prof.Dr.Dra. Noermijati (2022) Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Nasabah (Studi Pada Nasabah Simpanan Pt. Bank Rakyat Indonesia ( Persero ) Tbk Kanca Madiun ). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh variabel bukti fisik, empati, keandalan, daya tanggap, dan jaminan terhadap variabel kepuasan nasabah pada nasabah PT. Bank Rakyat Indonesia (Persero). Tbk Kanca Madiun . Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan sebab akibat antar variabel melalui pengujian hipotesis. Penelitian ini menggunakan sampel sebanyak 215 responden yang diambil dari populasi nasabah simapanan PT. Bank Rakyat Indonesia (Persero). Tbk Kanca Madiun dengan teknik slovin. Alat analisis data yang digunakan adalah analisis deskriptif statistik dan analisis regresi linear berganda dengan program SPSS versi 26. Hasil penelitian ini menyimpulkan bahwa variabel bukti fisik, empati, keandalan, daya tanggap, dan jaminan berpengaruh secara signifikan terhadap kepuasaan nasabah pada nasabah PT. Bank Rakyat Indonesia (Persero). Tbk Kanca Madiun.
English Abstract
The purpose of this study is to identify the effects of tangibles, empathy, reliability, responsiveness, and assurance on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Branch Office of Madiun. This study is considered as an explanatory research since it explains the causal relationship between variables through hypothesis testing. The samples are 215 saving service customers of the bank, the number of which were set using Slovin formula. The data was analyzed using descriptive statistics and multiple linear regression, performed in SPSS version 26. This study finds that tangibles, empathy, reliability, responsiveness, and assurance significantly influence the satisfaction of the saving service customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Branch Office of Madiun
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | :0522020257 |
| Uncontrolled Keywords: | bukti fisik, empati, keandalan, daya tanggap, jaminan, kepuasan nasabah, tangibles, empathy, reliability, responsiveness, assurance customer satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 03 Feb 2023 09:26 |
| Last Modified: | 03 Feb 2023 09:26 |
| URI: | http://repository.ub.ac.id/id/eprint/197269 |
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