MODEL KEPUTUSAN NASABAH DAN KEPUASAN NASABAH : ANALISIS PRODUK, LOKASI DAN PELAYANAN BANK BTN (Studi Kasus Pada Mahasiswa UIN Walisongo Semarang)

PERDANA, DIAN ADI (2018) MODEL KEPUTUSAN NASABAH DAN KEPUASAN NASABAH : ANALISIS PRODUK, LOKASI DAN PELAYANAN BANK BTN (Studi Kasus Pada Mahasiswa UIN Walisongo Semarang). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to examine and analyze the Effect of Co-Creation, Communal Activation and Caring on Customer Decision using Banking Services of Bank BTN that Impact on Customer Satisfaction (Case Study Student Card Utilization in Faculty of Da’wah and Communication UIN Walisongo Semarang Co-Branding Bank BTN). The population in this research is active students Faculty of Da’wah and Communication period 2016 - 2017. The sampling method used is purposive sampling with main criteria are having and using student card at least one times. The type of data used in this study is primary data obtained directly from the results of questionnaires distributed to 233 respondents. The method analysis used in this research is Multiple Linear Regression with Statistical Product Service Solution (SPSS) software version 24. Result of research indicate that Co-Creation has significant effect on Customer Decision, Communal Activation has significant effect on Customer Decision, Caring has significant effect on Customer Decision; Co-Creation, Communal Activation and Caring have significant effect on Customer Decision simultaneously; and Co-Creation, Communal Activation, Caring and Customer Decision have significant effect on Customer Satisfaction simultaneously. Keywords: Co-creation, Communal Activation, Caring, Customer Decision, Customer Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisis Pengaruh Co-Creation, Communal Activation dan Caring terhadap Keputusan Nasabah Dalam Menggunakan Jasa Perbankan Bank BTN yang Berdampak pada Kepuasan Nasabah (Studi Kasus Pemanfaatan KTM Fakultas Dakwah dan Komunikasi UIN Walisongo Semarang Co-Branding Bank BTN). Populasi dalam penelitian ini adalah mahasiswa aktif Fakultas Dakwah dan Komunikasi tahun ajar 2016 – 2017. Metode sampling yang digunakan adalah purposive sampling dengan kriteria utama yaitu memiliki dan bertransaksi menggunakan KTM minimal satu kali. Jenis data yang digunakan dalam penelitian ini adalah data primer yang diperoleh secara langsung dari hasil penyebaran kuesioner kepada 233 responden. Metode analisis yang digunakan dalam penelitian ini adalah Regresi Linear Berganda dengan software Statistical Product Service Solution (SPSS) versi 24. Hasil penelitian menunjukkan bahwa co-creation berpengaruh signifikan terhadap keputusan nasabah, communal activation berpengaruh signifikan terhadap keputusan nasabah, caring berpengaruh signifikan terhadap keputusan nasabah; co-creation, communal activation, dan caring secara simultan berpengaruh signifikan terhadap keputusan nasabah; dan co-creation, communal activation, caring dan keputusan nasabah secara simultan berpengaruh signifikan terhadap kepuasan nasabah. Kata kunci: Produk, Lokasi, Pelayanan, Keputusan Nasabah, Kepuasan Nasabah

Item Type: Thesis (S2)
Call Number CD: CD/551. 18 098
Call Number: TM/51/18/100
NIM: 55115120225
Uncontrolled Keywords: Produk, Lokasi, Pelayanan, Keputusan Nasabah, Kepuasan Nasabah
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.43 Muamalat/Muamalat > 297.433 Lease, Borrow-borrow, Labor, Bank, Usury, Insurance/Sewa-menyewa; Pinjam-meminjam; Perburuhan; Bank; Riba; Asuransi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.8 Interest and Discount/Bunga Bank dan Diskon
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian > 334.2 Banking and Credit Cooperatives/Koperasi Perbankan dan Kredit
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 27 Oct 2018 07:14
Last Modified: 07 Nov 2018 02:44
URI: http://repository.mercubuana.ac.id/id/eprint/45279

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