FAUZANA, RINA (2017) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PT BANK MANDIRI (PERSERO) TBK. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The purpose of this research is to analyze t the effect of the service quality, product qualityand trust on customersatisfaction. This research is conducted to the customers of PT Bank Mandiri (Persero) Tbk KSM BUMN as respondent by using primary and secondary data. Secondary data collected from various sources such as Journal, book, and publication related to others. Primary data collected by using questionnaire that is distribute to the respondents. Using a convenience sampling technique a total 100 respondents were collected. The type of statistical test tool that being used are validity test, reliability, and normality test. By using multiple linear regression analysis, it can discovered that the quality of service, quality of product and variable of trust have positive effect to the customer satisfaction. The variable of trust is the most dominant. It is recommended that the company should continue to improve the services, product quality, and trust Keywords: service quality, product quality, trust, customer satisfaction. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, kualitas produk dan kepercayaan terhadap kepuasan nasabah. Penelitian dilakukan kepada nasabah PT Bank Mandiri Tbk (Persero) KSM BUMN sebagai responden. Data yang digunakan adalah data primer dan data sekunder. Data sekunder dikumpulkan dari berbagai sumber seperti jurnal, buku dan publikasi terkait lainnya. Data primer dikumpulkan dengan menggunakan kuesioner yang dibagikan kepada responden. Menggunakan teknik convenience sampling, dengan total 100 responden dikumpulkan. Jenis alat uji statistik yang digunakan adalah uji validitas, reliabilitas dan uji normalitas. Menggunakan analisis regresi linear berganda, ditemukan bahwa kualitas pelayanan,kualitas produk dan kepercayaan memiliki dampak positif pada kepuasan nasabah. Variabel kepercayaan ditemukan yang paling dominan. Disarankan bahwa perusahaan harus terus meningkatkan kualitas pelayanan, kualitas produk dan kepercayaan . Kata kunci: kualitas pelayanan, kualitas produk, kepercayaan , kepuasan nasabah.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55114120256 |
| Uncontrolled Keywords: | service quality, product quality, trust, customer satisfaction. kualitas pelayanan, kualitas produk, kepercayaan , kepuasan nasabah. |
| 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: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 04 Apr 2022 04:41 |
| Last Modified: | 04 Apr 2022 04:41 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59330 |
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