PURNAMA, YUSWANTO HERY (2006) ANALISA PENGARUH PELAYANAN DALAM MENINGKATKAN KEPUASAN NASABAH PRIMA PADA PT. BANK TABUNGAN NEGARA (PERSERO) CABANG CILEGON. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Yuswanto Hery Purnama. The Title of this Thesis is Analyzing of service influence to increasethe prima customer satisfaction at PT. Bank Tabungan Negara (Persero) CilegonBranch. Mercu Buana University. Years 2006. In this thesis author gives the best efforts to identify the problems mentioning : 1) How the implementation of service conducted by PT. Bank Tabungan Negara (Persero) Cilegon Branch? 2) How is the prima customer satisfaction towords services conducted by PT. Bank Tabungan Negara (Persero) Cilegon Branch? 3) How big is the role of services in order to increase the prima customer satisfaction at PT. Bank Tabungan Negara (Persero) Cilegob Branch ?with the aim of this thesis is to know the aforementioned problems which have been indentified by the author. The thesis metods chosen by the author is descriptive analize an correlation method. The technical data correlation used as well in this thesis with library visit, field research and questionnaires According to the correlation analyze (rs) known that the rs value is 0,726, this meant that the relation between services towords prima customer satisfaction is including in high / strong level category. Which is the determination coefficient is amounting 61,62% mean that there are still value of 38,38% of other factor can give the big role towords prima customer satisfaction which is not detail analyzed by this thesis, for example: the quality of banking product, personal selling, sales promotion and etc. The next step is known that the regression line formed as formula Y = 16,013 + 0,473X, the regretion line could be interpretated that is the service get perception 0, then received satisfaction by the prima customer will be 16,013 or the customer satisfaction increased amounting 0,473 in case the perception is 1. Further to hypothesis test that t calculation > t table (10,461 > 1,987). So than the hypothesis can be proved or ha (alternative hypothesis ) received and HO ( zero hypothesis) rejected means that services give a big role towords prima customer satisfaction. Based on this thesis result and the limited description, the author can put the final results that there are still anythings getting the perception in less categhory namely physical factor, database free from failure, paying attention to the customer need, so that the author do really hop that PT. Bank Tabungan Negara (Persero) Cilegon Branch could revise the infrastructure, more polite customer service, doing the re-evaluation of services policy periodically.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-07-078 |
| NIM/NIDN Creators: | 1310301-055 |
| 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: | 20 Jun 2012 13:17 |
| Last Modified: | 20 Jul 2022 04:05 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/31865 |
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