Mulyadiana, Mulyadiana (2009) ANALISIS KUALITAS JASA PELAYANAN TERHADAP TINGKAT KEPUASAN PADA BANK SINARMAS CABANG KARAWANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
A quality of bank service in this globalization era is being seen as one of device to achieve competitive advantage, because the quality is one of the main factor that decides the choosing of product and service for customer. The consument’s satisfaction will be achieved if the quality of the product and service that is given is suitable with the necessary. The aim of this research is to analyze the variable that affect the quality of the service at PT. Bank Sinarmas, Karawang Branch, that is variable of the research of Tangible, Reability, Responsiveness, Assurance, and Empathy that can affect satisfaction of the customer. This research is explanatory research, that is a research that explain the connection between the variable’s of the research through the hypothesis test by using the instrument’s of the satisfaction of the bank customer, likes : Tangible, Reability, Responsiveness, Assurance, and Empathy for the satisfaction of the customer as dependent variable. The result of the test by using SPSS 17.0 for Windows, it is found the Tangible, Reability, Responsiveness, Assurance, and Empathy variable as one combination have influence to satisfaction degree, that is by determination coefficient 99,3%, and the rest 0,7% is affected by the external factor. It is same partially the hypothesis test Tangible variable to the satisfaction degree also have a positive influence, it means each increasing of the Tangible value will push the increasing of the satisfaction degree. The same condition is shown by Reability, Responsiveness, Assurance, and Empathy variable. By the result of the analization above, the management of Sinarmas Bank should always care for those thing to still maintain the quality of good service for the customer’s.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-09-070 |
| Call Number: | TM/10/129 |
| NIM/NIDN Creators: | 55106110019 |
| Uncontrolled Keywords: | 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: | 02 Jun 2010 11:25 |
| Last Modified: | 13 Jul 2022 06:20 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/26868 |
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