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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK JATIM KANTOR CABANG MALANG

HERMANTO, DIDIK (2012) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK JATIM KANTOR CABANG MALANG. Other thesis, universitas of muhammadiyah malang.

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Abstract

Research objectives 1) To determine the effect of simultaneous and partially between the quality of service which consists of direct evidence variables (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance), and empathy (empathy) towards customer satisfaction on PT . Bank Branch Malang in East Java. 2) To determine the dominant variables that affect customer satisfaction on PT. Bank Branch Malang in East Java. Analysis tool used is multiple linear regression. Based on the results of research and discussion that has been done it can be concluded that there is a simultaneous and partial influence of the quality of service which consists of direct evidence variables (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance), and empathy (empathy) towards customer satisfaction on PT. Bank Branch Malang in East Java. Variable insurance (assurance) are dominant in influencing customer satisfaction on PT. Bank Branch Malang in East Java. Suggestions that may be filed is expected the management of PT. Bank Branch of Malang in East Java has always provided support or encouragement to employees to work optimally and guarantee customer satisfaction a top priority that must be done. In providing support for efforts to create customer satisfaction then any kind of service procedures should be able to guarantee speed in the service process and provide ease of customers to process transactions.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 26 Nov 2015 08:23
Last Modified: 26 Nov 2015 08:23
URI : http://eprints.umm.ac.id/id/eprint/19513

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