PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH BANK RAKYAT INDONESIA KANTOR CABANG CIBUBUR

PANGASTUTI, AULIA ALAM MILLEN LILIAN DHEAS (2022) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH BANK RAKYAT INDONESIA KANTOR CABANG CIBUBUR. S1 thesis, Universitas Mercu Buana Bekasi.

[img]
Preview
 Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 02 Cover.pdf
Download (567kB) | Preview
[img]
Preview
 Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 03 Abstrak.pdf
Download (40kB) | Preview
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 04 BAB 1.pdf
Restricted to Registered users only
Download (187kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 05 BAB 2.pdf
Restricted to Registered users only
Download (290kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 06 BAB 3.pdf
Restricted to Registered users only
Download (504kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 07 BAB 4.pdf
Restricted to Registered users only
Download (369kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 08 BAB 5.pdf
Restricted to Registered users only
Download (26kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 10 Daftar Pustaka.pdf
Restricted to Registered users only
Download (38kB)
[img] Text
44218210007 - AULIA ALAM MILLEN LILIAN DHEAS PANGASTUTI - 11 Lampiran.pdf
Restricted to Registered users only
Download (597kB)

Abstract

ABSTRAK Pesatnya kemajuan dan perkembangan teknologi di era modern saat ini, memberikan dampak yang signifikan terhadap perubahaan pola pikir, kebiasaan, dan cara hidup manusia dalam bermasyarakat. Salah satu perusahaan perbankan yaitu Bank Rakyat Indonesia (BRI). Bank BRI merupakan salah satu lembaga keuangan yang dalam menjalankan kegiatan usahanya selalu mengutamakan kepuasan nasabah. Maka dari itu kepuasan nasabah menarik untuk di teliti lebih lanjut. Penelitian ini menggunakan metode analisis deskriptif dan kuantitatif, untuk menganalisis dan menjelaskan pengaruh kualitas pelayanan terhadap kepuasan nasabah. Pada penelitian ini variabel kualitas pelayanan terdiri dari lima indikator yaitu (1) Tangible (2) Reliability (3) Responsiveness (4) Assurance (5) Emphaty. Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah. Berdasarkan analisis yang telah dilakukan mengenai Peran Kualitas Pelayanan terhadap kepuasan nasabah, maka dapat disimpulkan bahwa terdapat pengaruh positif dan searah. Tingkat konstribusi sebesar 11% (sig. 0.000 p 0.05) kualitas pelayanan terhadap kepuasan nasabah PT. Bank Rakyat Indonesia Kanca. Cibubur. Dimensi dari kualitas pelayanan yang memberikan kontribusi paling besar yaitu dimensi Tangible dan yang paling rendah dalam memberikan kontribusi terhadap kepuasan nasabah adalah Assurance sebesar 0,0% atau dapat dikatakan dimensi Assurance tidak memberikan sumbangan pengaruh terhadap kepuasan nasabah. Kata Kunci : Kualitas Pelayanan, Customer Service, Kepuasan Nasabah ABSTRACT The rapid progress and development of technology in the modern era today, has a significant impact on the change of mindset, habits, and way of life of humans in society. One of the banking companies is Bank Rakyat Indonesia (BRI). Bank BRI is one of the financial institutions that in carrying out their business activities always prioritize customer satisfaction. Therefore, customer satisfaction is interesting to be further examined. This study uses descriptive and quantitative analysis methods, to analyze and explain the effect of service quality on customer satisfaction. In this study, the service quality variable consists of five indicators, namely (1) Tangible (2) Reliability (3) Responsiveness (4) Assurance (5) Emphaty. The results of this study show that there is an influence on Quality of Service on Customer Satisfaction. Based on the analysis that has been done about the Role of Quality of Service to customer satisfaction, it can be concluded that there is a positive and unidirectional influence. Contribution rate of 11% (sig. 0,000 p 0.05) quality of service to customer satisfaction of PT. People's Bank of Indonesia Kanca. Cibubur. The dimension of service quality that contributes the most is the Tangible dimension and the lowest in contributing to customer satisfaction is Assurance of 0.0% or it can be said that the Assurance dimension does not contribute to the influence on customer satisfaction. Keywords: Quality of Service, Customer Service, Customer Satisfaction

Item Type: Thesis (S1)
Call Number CD: FK/PR 22 020
NIM/NIDN Creators: 44218210007
Uncontrolled Keywords: Kata Kunci : Kualitas Pelayanan, Customer Service, Kepuasan Nasabah
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 > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: siti maisyaroh
Date Deposited: 15 Nov 2022 06:55
Last Modified: 15 Nov 2022 06:55
URI: http://repository.mercubuana.ac.id/id/eprint/71605

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.