Pengaruh Kualitas Layanan PT. Bank Central Asia, Tbk Terhadap Kepuasan Nasabah Di BCA KCP MT Haryono Cawang

YUSELLA, MIA AFRIANI (2020) Pengaruh Kualitas Layanan PT. Bank Central Asia, Tbk Terhadap Kepuasan Nasabah Di BCA KCP MT Haryono Cawang. S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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1. HALAMAN JUDUL.pdf

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2. ABSTRAK.pdf

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3. LEMBAR SURAT PERNYATAAN.pdf

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4. LEMBAR PERSETUJUAN SKRIPSI.pdf

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5. LEMBAR TANDA LULUS SIDANG SKRIPSI.pdf

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6. LEMBAR PENGESAHAN PERBAIKAN SKRIPSI.pdf

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7. KATA PENGANTAR.pdf

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8. DAFTAR ISI.pdf

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9. DAFTAR TABEL.pdf

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10. DAFTAR GAMBAR.pdf

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11. DAFTAR LAMPIRAN.pdf

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12. BAB I.pdf
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13. BAB II.pdf
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17. DAFTAR PUSTAKA.pdf
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18. LAMPIRAN.pdf
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Abstract

ABSTRAK Penelitian ini membahas tentang pengaruh dari kualitas layanan terhadap kepuasan nasabah di BCA cabang MT Haryono Cawang. Tujuan dari penelitian ini adalah untuk mengetahui seberapa besar pengaruh kualitas layanan yang terdiri dari reliabilitas, daya tanggap, jaminan, empati dan bukti fisik dalam kepuasan nasabah. Penelitian ini memiliki dua variabel : dependen variabel adalah kepuasan nasabah, yang berarti merupakan variabel Y dan independen variabel adalah kualitas layanan yang berarti merupakan varibel X. Analisis regresi adalah metode statistik yang digunakan dalam penelitian ini. Metode dari penelitian ini adalah suryey, yang artinya menggunakan pendekatan kuantitatif dengan jumlah sampel responden sebanyak 100 responden. Disamping itu, teknik penarikan sampel dari penelitian ini adalah nonprobabilitas dengan purposive sampling sebagai penentu dari penarikan sampel. Berdasarkan hasil dari penelitian ini adalah bahwa kualitas layanan yang terdiri dari reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik memiliki pengaruh yang signifikan terhadap kepuasan nasabah. Kata Kunci : Kualitas Pelayanan (Reliability, Assurance, Tangibles, Empathy, Responsiveness), Kepuasan Pelanggan. ABSTRACT This research is discusses about Influence of Service Quality towards Customer Satisfaction at BCA MT Haryono Cawang Branch. The purpose of this research was to know how big the effect of the Service Quality consisting of reliability, responsiveness, assurance, empathy, and tangibles for Customer Satisfaction. This research consists of two variables: the dependent variable is customer satisfaction, it means variabel Y and independent variables is the service quality, it means variabel X. Regression analysis is a statiscal method that is widely used in this research. The method of this research is surveyed, it means using a quantitative approach with the amount of the samples was 100 respondents. Besides, the sampling technique of this research is NonProbability sampling with purposive sampling as the determinant of the sample. Based on the results of this research is that service quality consisting of Reliability, Responsiveness, Assurance, Empathy, and Tangibles have significant influence on customer satisfaction. Keywords: Service Quality (Reliability, Assurance, Tangibles, Empathy, Responsiveness), Customer Satisfaction.

Item Type: Thesis (S1-Sarjana)
Call Number CD: FK/PR 20 008
NIM: 44215320006
Uncontrolled Keywords: Kualitas Pelayanan (Reliability, Assurance, Tangibles, Empathy, Responsiveness), Kepuasan Pelanggan.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Nasruddin Mansyur S.Hum
Date Deposited: 30 Jul 2020 03:26
Last Modified: 30 Jul 2020 03:26
URI: http://repository.mercubuana.ac.id/id/eprint/56529

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