PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TABUNGAN TERHADAP KEPUASAN NASABAH PADA BANK MANDIRI KCP JAKARTA MITRABAHARI

LUKMANA, SITI FITRI (2017) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TABUNGAN TERHADAP KEPUASAN NASABAH PADA BANK MANDIRI KCP JAKARTA MITRABAHARI. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan kualitas produk tabungan terhadap kepuasan nasabah pada Bank Mandiri KCP Jakarta Mitrabahari. Subjek pada penelitian ini adalah nasabah yang memiliki tabungan di Bank Mandiri KCP Jakarta Mitrabahari. Penelitian ini dilakukan terhadap 100 responden dengan menggunakan metode kuantitatif. Karena itu analisis data yang digunakan adalah Statistical Package for Social Science (SPSS) v.20. Hasil penelitian ini menunjukkan secara parsial bahwa variabel kualitas pelayanan dan kualitas produk tabungan berpengaruh positif dan signifikan terhadap kepuasan nasabah pada Bank Mandiri KCP Jakarta Mitrabahari. Hal ini dibuktikan dengan nilai signifikansi masing masing variabel kurang dari 0,05.The purpose of this study was to determine the effect of service quality and product quality savings to customer satisfaction at Bank Mandiri Jakarta Mitrabahari. The subject of this research is the customers who have savings at Bank Mandiri Jakarta Mitrabahari. And samples in this study is 100 respondents using quantitative research methods. Therefore Statistical Package for Social Science (SPSS) v.20 have been used to analyzing data.The results of this study show partially with service quality variables and product quality positive and significant to customer satisfaction at Bank Mandiri KCP Jakarta Mitrabahari. This is evidenced by the significance value of each variable less than 0.05.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 17 513
NIM/NIDN Creators: 43113110496
Uncontrolled Keywords: Kualitas Pelayanan, Kualitas Produk Tabungan, Kepuasan Nasabah.
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
700 Arts/Seni, Seni Rupa, Kesenian > 730 Plastic Arts and Sculpture/Seni Plastik dan Seni Patung > 739 Art Metalwork/Seni Logam, Kerajinan Logam > 739.4 Iron Art Works/Seni Logam Besi > 739.48 Products/Produk
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: NAJLA
Date Deposited: 08 Mar 2024 02:40
Last Modified: 08 Mar 2024 02:40
URI: http://repository.mercubuana.ac.id/id/eprint/86937

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