PENGARUH KUALITAS JASA BANK TERHADAP KEPUASAN NASABAH MENABUNG DI BANK NTB

FERDYAN, MARANGGA (2010) PENGARUH KUALITAS JASA BANK TERHADAP KEPUASAN NASABAH MENABUNG DI BANK NTB. Other thesis, University of Muhammadiyah Malang.

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Abstract

Bank marketing success can be achieved by focusing on service quality to satisfy customers. Quality of service can be viewed in terms of Tangibles (physical view service), Empathy (the ability of banks to understand the customer needs), responsiveness (responsiveness in assisting and providing fast service), Reliability (ability to realize the promise), Assurance (security service). (Lovelock, 2005:98). While customer satisfaction is a comparison between estimates or beliefs of customers about the service that you received (expectations) with principal operating characteristics of the service performance, but the reality faced not in accordance with customer expectations. To avoid order to avoid differences in perceptions of what is given by the company with what is needed by the consumers themselves, the management companies need to identify what is needed by consumers as appropriate. Objective To determine the effect variable is the quality of services, which consist of physical evidence, empathy, responsiveness, reliability and security simultaneously affects customer satisfaction in bank savings NTB. And to know the transfer variable physical evidence, empathy, responsiveness, reliability and security are most dominant on customer satisfaction in bank savings NTB. The method of analysis using multiple regression analysis used to determine the effect of physical evidence variable (X1), empathy (X2), responsiveness (X3) reliability (X4), assurance (X5) significantly affects customer satisfaction (Y). Based on the value of R Square of 0.510 indicates that the variable of physical evidence (X1), empathy (X2), responsiveness (X3) reliability (X4), assurance (X5) significantly affects customer kepasan (Y) and the value indicates a value of 19.606 Fcount with significance F = 0.000. This means that there are influences together physical evidence variable (X1), empathy (X2), responsiveness (X3) reliability (X4), assurance (X5) significantly affects customer satisfaction (Y) and the first hypothesis is proven. Regression analysis of the dominant variables on customer satisfaction comes from quality assurance services to the beta coefficient of (0.387) second hypothesis is not proven. Key words: physical evidence, empathy, responsiveness, reliability, security and customer satisfaction

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 13 Apr 2012 03:33
Last Modified: 13 Apr 2012 03:33
URI: http://eprints.umm.ac.id/id/eprint/2154

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