KUALITAS PELAYANAN DAN KEPUASAN NASABAH PT. BANK BUMI ARTA, TBK CABANG PANGERAN JAYAKARTA

SURYONO, ERFAN (2009) KUALITAS PELAYANAN DAN KEPUASAN NASABAH PT. BANK BUMI ARTA, TBK CABANG PANGERAN JAYAKARTA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The background of this research was the phenomenon that is gotten by the influence of the tangible, reliability, responsiveness, assurance and empathy towards customer satisfaction from a service company. Bumi Arta Bank Company is one of a service company that moving in banking service. This absolutely needed to be able to faced the competition considering the numbers of the bank that was found in Indonesia at this time that is as many as 124 banks and the amount decreased every year. The respondents of the research are customers of Bumi Arta Bank Company at Pangeran Jayakarta Branch. There are 30 individuals participating. Data is analyzed using regression analysis. The result indicated that tangibles, reliability, responsiveness, assurance and empathy have a significant effect to customers satisfaction. There were strong and significant relationships between the quality of the services that were given by Bumi Arta Bank Company at Pangeran Jayakarta Branch and the level of its customer's satisfaction, the Factor that was most influential towards the customer's satisfaction were tangible and assurance where the two factors had significant influence towards the customer's satisfaction. Therefore was hoped that the company could widen the network of the co-operation in the use of the ATM and giving training continuously to the employees to increase the quality of the service in the future. Latar belakang penelitian ini adalah fenomena bahwa terdapat pengaruh wujud, kehandalan, tanggapan, jaminan dan kepedulian terhadap kepuasan nasabah perusahan jasa. PT. Bank Bumi Arta, Tbk adalah salah satu perusahaan jasa yang bergerak dibidang perbankan. Hal ini mutlak diperlukan untuk dapat bertahan menghadapi persaingan mengingat banyaknya jumlah bank yang terdapat di Indonesia saat ini yaitu sebanyak 124 bank yang jumlahnya semakin berkurang setiap tahun. Responden dalam penelitian ini adalah nasabah PT. Bank Bumi Arta, Tbk pada Kantor Cabang Pangeran Jayakarta. Jumlah sampel sebanyak 30 orang. Metode analisa mengunakan metode regresi. Hasil analisa menunjukan bahwa wujud, kehandalan, tanggapan, jaminan dan kepedulian memiliki pengaruh yang signifikan terhadap kepuasan nasabah. Terdapat hubungan yang kuat dan signifikan antara kualitas jasa yang diberikan oleh PT. Bank Bumi Arta Tbk pada Kantor Cabang PJK dengan tingkat kepuasan pelanggannya, Faktor yang paling berpengaruh terhadap kepuasan nasabah adalah variabel wujud dan jaminan dimana kedua faktor tersebut memiliki pengaruh yang signifikan terhadap kepuasan nasabah. Dengan demikian diharapkan agar perusahaan dapat memperluas jaringan kerjasama dalam penggunaan ATM dan memberikan pelatihan – pelatihan secara berkala kepada para karyawan untuk meningkatkan kualitas pelayanan di kemudian hari.

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