LISTIAWATI, LISTIAWATI (2010) PENGARUH DIMENSI KUALITAS LAYANAN SIMPANAN TABUNGAN TERHADAP KEPUASAN NASABAH PT.BANK RAKYAT INDONESIA, Tbk (PERSERO) CABANG SERANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The objective of this research is to find out the effect of bank deposit services quality consist of tangible, reliability responsiveness, assurance, and empathy against customer satisfaction in Bank Rakyat Indonesia Serang’s Branch. The research population is 19.251 BRI Serang’s Branch customers who using services products in rupiah currency. To determine the number of research samples using the Slovin formula Omar Husein and obtained the total samples is 140 customers. Variables in this research consist of quality services as the independent variable and customer satisfaction as the dependent variable. The data collection methods are survey and documentation. In analyzing research data, percentage descriptive analysis and multiple regression analysis was implemented. The quality services dimensions include tangible, reliability responsiveness, assurance, and empathy, each dimension has a partially significant impact on customer satisfaction. Effect value of service quality dimensions against customer satisfaction is 61.8%. The most influenced dimensions is assurance and the smallest effects are tangible and reliability. The effect value of assurance for customer BRI Serang’s satisfaction is 41.6%.Tujuan dari penelitian ini adalah untuk mengetahui seberapa besar pengaruh kualitas jasa layanan simpanan yang meliputi bukti fisik, keandalan, daya tanggap, jaminan, dan empati secara simultan terhadap kepuasan nasabah BRI Kantor Cabang Serang. Populasi dalam penelitian ini adalah pelanggan bank BRI yang memanfaatkan produk jasa simpanan dalam bentuk tabungan dengan mata uang rupiah sebanyak 19.251 nasabah di BRI Kantor Cabang Serang. Penentuan jumlah sampel menggunakan rumus Slovin dalam Umar Husein dan diperoleh jumlah sampel sebanyak 140 nasabah. Variabel dalam penelitian ini terdiri dari kualitas jasa layanan sebagai variabel bebas dan kepuasan pelanggan sebagai variabel terikat. Metode pengumpulan data menggunakan angket dan dokumentasi. Analisis data menggunakan analisis deskriptif persentase dan analisis regresi berganda. Dimensi kualitas jasa layanan yang meliputi bukti fisik, keandalan, daya tanggap, jaminan dan empati masing – masing secara parsial memiliki pengaruh yang signifikan terhadap kepuasan nasabah BRI Kantor Cabang Serang. Besarnya pengaruh dimensi kualitas jasa layanan simpanan terhadap kepuasan nasabah sebesar 61,8 %. Variabel yang paling berpengaruh terhadap kepuasan nasabah BRI Kantor Cabang Serang adalah variabel jaminan sedangkan yang paling kecil pengaruhnya adalah variabel bukti fisik dan variabel keandalan. Besarnya pengaruh variabel jaminan terhadap kepuasan nasabah Bank BRI Cab Serang sebesar 41,6 %.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-138 |
| NIM/NIDN Creators: | 55108010018 |
| Additional Information: | TIDAK ADA TTD DI SOFTFILE |
| 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: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 02 Jun 2022 07:52 |
| Last Modified: | 13 Feb 2023 07:12 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/62490 |
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