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PENGARUH HUMAN CAPITAL TERHADAP KUALITAS LAYANAN PT. BANK MANDIRI SYARIAH CABANG MALANG

SEJATI, SATRIO (2012) PENGARUH HUMAN CAPITAL TERHADAP KUALITAS LAYANAN PT. BANK MANDIRI SYARIAH CABANG MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study was to perform the test the influence of human capital to quality customer service at PT. Bank Syariah Mandiri Branch Malang. Research to find out how much human capital relationship with quality of service by using the independent variable (X) in this study is that indicators of human capital in the test using a questionnaire that was used by Bontis (2008) and the size measured by the quality of service (direct evidence, reliability, response, security, attention). Type of research by the author is explanatory research (explanation). The study was conducted to test the influence of human capital to quality customer service at PT. Bank Syariah Mandiri Branch of Malang by taking a sample of the population and use the questionnaire as a means of collecting data and to determine the effect of firm characteristics using simple linear regression analysis. The results obtained in this study Based on the results of the analysis can be seen that there is between human capital effect on quality of service at Bank Syariah Mandiri Branch Malang. These results may reflect that human capital is a combination of knowledge, skills, innovation and the ability of employees to carry out their duties so as to create a value to an end.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Accounting (62201)
Depositing User: Halimatus Zahroh
Date Deposited: 12 Jan 2015 07:47
Last Modified: 12 Jan 2015 07:47
URI : http://eprints.umm.ac.id/id/eprint/14651

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