Gifari, Rahmat (2023) PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK DAN PERSEPSI KEMUDAHAN PEMBUKAAN REKENING DIGI CS TERHADAP KEPUASAN NASABAH. S1 thesis, Universitas Mercu Buana - Menteng.
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Abstract
Tujuan penelitian adalah untuk mengetahui pengaruh dari kualitas pelayanan, kualitas produk dan persepsi kemudahan terhadap kepuasan nasabah. Penelitian dilakukan terhadap 192 orang responden nasabah BNI KC Tanjung Priok. Analisis data menggunakan metode Smart- PLS. Hasil penelitian menunjukkan bahwa kualitas pelayanan yang diberikan oleh petugas BNI KC Tanjung Priok sudah termasuk yang baik. Demikian pula halnya kualitas produk adalah wajar dan persepsi kemudahan yang dirasakan pelanggan sudah tinggi. Selanjutnya ditemukan bahwa kualitas pelayanan, kualitas produk dan persepsi kemudahan berpengaruh positif terhadap kepuasan nasabah. Jadi semakin baik kualitas pelayanan, kualitas produk dan persepsi kemudahan maka akan semakin tinggi tingkat kepuasan nasabah untuk pembukaan rekening pada BNI KC Tanjung Priok The research objective was to determine the effect of service quality, quality product and perception of ease of satisfaction of customers . The research was conducted on 1 92 respondents from BNI KC Tanjung Priok customers . Data analysis uses the Smart-PLS method. The results of the study showed that the quality of service provided by BNI KC Tanjung Priok officers was considered good. So the quality product is reasonable and the convenience that customers feel is high. Furthermore, it was found that service quality, quality products and perceptions of convenience have a positive effect on customer satisfaction . So the better the quality of service, quality products and perceptions ease, the higher the level satisfaction customers for opening account at BNI KC Tanjung Priok
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43120120139 |
| Uncontrolled Keywords: | Service Quality, Quality product , Perception Convenience , Satisfaction Customer Kualitas Pelayanan, Kualitas Produk, Persepsi Kemudahan, 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: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | PANCA LEGA SILABAN |
| Date Deposited: | 18 Dec 2023 07:28 |
| Last Modified: | 18 Dec 2023 07:28 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/84756 |
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