Guntari, Lina Fery (2012) PENGARUH ATRIBUT PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (Studi Kasus Pada PT. Pegadaian (Persero) Cabang Bojongsari). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh atribut produk dan kualitas pelayanan terhadap kepuasan nasabah. Konsep dari atribut produk dan kualitas pelayanan diadopsi dari beberapa sumber. Dalam penelitian ini di peroleh data primer dan data sekunder. Data primer diperoleh melalui kuisioner. Kuisioner didistribusikan ke responden yang masih aktif sebagai nasabah PT. Pegadaian (Persero) Cabang Bojongsari Uji Validitas dan reliabilitas digunakan untuk mengukur setiap item variabel penelitian. Selanjutnya analisis regresi linier berganda, uji-t, uji-F, dan analisis korelasi dilakukan dengan menggunakan program SPSS. Berdasarkan hasil analisis regresi diperoleh variabel produk dan kualitas pelayanan berpengaruh signifikan secara parsial terhadap kepuasan nasabah. Sama halnya dengan variabel atribut produk dan kualitas pelayanan berpengaruh signifikan secara simultan terhadap kepuasan nasabah. Kata kunci : atribut produk, kualitas pelayanan, kepuasan nasabah This research aimed to analyze the effect of product attributes and service quality on customer’s satisfaction. The concept of product attributes and service quality were adopted from various sources, both primary and secondary data were obtained. Primary data were obtained by using questionnaires. Questionnaires were distributed to the respondents who are still active as customers of PT. Pegadaian (Persero) at Bojongsari Branch. Validity and reliability are used to measure each variable item of research. Furthermore, multiple linear regression analysis, t-test and F-test and then correlation analysis used the SPSS Program. Based on the results of the regression analysis it was found that the variable product attributes and service quality significantly partially on customer’s satisfaction. Similarly, the variable product attributes and service quality simultaneously gives significant effect on customer’s satisfaction significant effect on customer’s satisfaction. Keywords: product attributes, service quality, customer’s satisfaction
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-12-096 |
| Call Number: | TM/51/13/035 |
| NIM/NIDN Creators: | 55110110054 |
| Uncontrolled Keywords: | atribut produk, kualitas pelayanan, kepuasan nasabah, product attributes, service quality, customer’s satisfaction, mps, manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 09 Jan 2013 10:16 |
| Last Modified: | 12 Jul 2022 07:36 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/14930 |
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