CHRISTINE, RUTH MICHELA (2020) ANALISA PENGARUH BANK SERVICE QUALITY (BSQ) CUSTOMER SERVICE OFFICER TERHADAP KEPUASAAN PELANGGAN DENGAN ANALISIS STRUCTURAL EQUATION MODELING (SEM) (Studi Kasus di PT Bank BCA Tbk KCU Bekasi). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Bank Cental Asia (BCA) is the only private bank that is able to compete with other national banks and still survive today. This is because PT. Bank Central Asia places the problem of customer satisfaction through service as one of the business commitments. Good service quality will result in high customer satisfaction too, therefore quality improvement programs in general will increase profitability. Based on the assessment of service quality through Banking Service Quality (BSQ), BSQ data on wave 2 in 2019 has decreased compared to the value of BSQ in wave 1 in 2019 and the final BSQ in 2018. The purpose of this study is to determine the effect of each dimension of Banking Service Quality (BSQ) to customer satisfaction at Bank Central Asia KCU Bekasi and know what dimensions of Banking Service Quality (BSQ) are most significant to customer satisfaction. Based on the research results, the five dimensions (effectiveness and assurance, price, tangible, service portfolio, and reliability) of Banking Service Quality have a positive and significant impact on the satisfaction of customers who come to BCA KCU Bekasi. While the Access Dimension, has a positive and not significant effect on the customer satisfaction. Manifestation is the dimension of Banking Service Quality (BSQ) that most influences bank customer satisfaction with a contribution of 35.7%. Keywords: Banking Service Quality (BSQ), Customer Satisfaction, Structural Equation Modelling (SEM). Bank Cental Asia (BCA) merupakan satu-satunya Bank swasta yang mampu bersaing dengan bank nasional lainnya dan tetap bertahan hingga sekarang. Hal ini dikarenakan PT. Bank Central Asia menempatkan masalah kepuasan terhadap nasabah melalui pelayanan sebagai salah satu komitmen bisnis. Kualitas pelayanan yang berkualitas akan menghasilkan kepuasan nasabah yang tinggi pula, oleh karena itu program penyempurnaan kualitas pada umumnya akan meningkatkan profitabilitas. Berdasarkan penilaian kualitas layanan melalui Banking Service Quality (BSQ), data BSQ pada wave 2 tahun 2019 mengalami penurunan dibandingkan dengan nilai BSQ pada wave 1 tahun 2019 dan BSQ final tahun 2018. Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh masing-masing dimensi Banking Service Quality (BSQ) terhadap kepuasan nasabah di Bank Central Asia KCU Bekasi dan mengetahui dimensi Banking Service Quality (BSQ) apa yang paling signifikan terhadap kepuasan nasabah. Berdasarkan hasil penelitian, kelima dimensi (keefektifan dan jaminan, harga, keterwujudan, portofolio jasa, dan kehandalan) dari Banking Service Quality memiliki pengaruh yang positif dan signifikan terhadap kepuasaan nasabah yang datang ke BCA KCU Bekasi. Sedangkan Dimensi Akses, berpengaruh positif dan tidak signifikan terhadap kepuasaan nasabah. Keterwujudan merupakan dimensi Banking Service Quality (BSQ) yang paling berpengaruh terhadap kepuasaan nasabah bank dengan besar kontribusi sebesar 35,7%. Kata kunci: Banking Service Quality (BSQ), Kepuasan Pelanggan, Structural Equation Modelling (SEM).
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 20 080 |
| NIM/NIDN Creators: | 41618110089 |
| Uncontrolled Keywords: | Banking Service Quality (BSQ), Kepuasan Pelanggan, Structural Equation Modelling (SEM). |
| 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 > 338 Production, Industrial Economics/Produksi, Ekonomi Industri 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 17 Jan 2023 02:46 |
| Last Modified: | 22 Feb 2023 02:49 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/73482 |
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