Saragih, Kinsar P. (2012) PENGARUH BUKTI LANGSUNG, KEHANDALAN, DAN JAMINAN JASA GADAI TERHADAP KEPUASAN NASABAH PADA PT. PEGADAIAN (PERSERO) KANTOR CABANG SERPONG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh bukti langsung, kehandalan, dan jaminan terhadap kepuasan nasabah secara parsial maupun simultan pada PT. Pegadaian (Persero) Kantor Cabang Serpong. Metode penelitian yang digunakan adalah survei dengan jenis penelitian studi kasus. Teknik pengumpulan data melalui kuesioner dan teknik analisis data yang digunakan yaitu analisis regresi berganda. Variabel bebas dari penelitian ini adalah bukti langsung, kehandalan, jaminan sedangkan variabel terikatnya adalah kepuasan nasabah. Kesimpulan dari penelitian ini yaitu terdapat pengaruh positif dan signifikan baik secara parsial maupun simultan antara bukti langsung, kehandalan, dan jaminan terhadap kepuasan nasabah. Rekomendasi untuk manajemen PT. Pegadaian (Persero) Kantor Cabang Serpong agar lebih meningkatkan kualitas pelayanan seperti menyediakan sarana dan prasarana yang memadai, meningkatkan akurasi taksiran dan informasi serta mempertahankan kualitas jaminan yang sudah ada agar kepuasan nasabah semakin meningkat. Kata kunci : Bukti Langsung, Kehandalan, Jaminan, dan Kepuasan Nasabah. The objective of the research is to discover whether tangible, realibility, and assurance influence partially and simultan to customer satisfaction at PT. Pegadaian (Persero) Branch Office Serpong. The research methodology used in this research is survey. Data collecting through questionnaires. The research variables are tangible), reliability, and assurance as independent variables and also customer satisfaction as dependent variable. This research concluded that tangible, reliability, and assurance toward partially and simultaneously positive influence and significant to customer satisfaction. Managerial recommendation to the management of PT. Pegadaian (Persero) Branch Office Serpong to increase service quality such as providing adequate facilities and infrastructure, improving the accuracy of estimates and information as well as maintaining the existing quality assurance in order to increase customer satisfaction. Key words : Tangible, Reliability, Assurance, and Customer Satisfaction.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-12-008 |
| Call Number: | TM/51/13/133 |
| NIM/NIDN Creators: | 55110110055 |
| Uncontrolled Keywords: | Bukti Langsung, Kehandalan, dan Jaminan , Kepuasan Nasabah, 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: | Admin Perpus UMB |
| Date Deposited: | 11 Jul 2013 12:15 |
| Last Modified: | 12 Jul 2022 02:42 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/15031 |
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