ANALISIS KUALITAS JASA BANK TERHADAP KEPUASAN NASABAH MENABUNG DI PT. BANK LIPPO, Tbk (Studi Kasus Pada Bank Lippo Cabang Malang Jl. Kyai Tamin No. 115-117)

Widyanarko, Budiman (2008) ANALISIS KUALITAS JASA BANK TERHADAP KEPUASAN NASABAH MENABUNG DI PT. BANK LIPPO, Tbk (Studi Kasus Pada Bank Lippo Cabang Malang Jl. Kyai Tamin No. 115-117). Other thesis, University of Muhammadiyah Malang.

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Abstract

In competition situation, Lippo Bank has to be able to handle to win competition and it able to apply concept along with marketing strategy well such as to increase product quality and give the best service. Firm can not just trade on their product. Consumer behavior and attitude have been different, they do not satisfy just to accept product which its buying, but they are more critic. If they find problem in product, they will move to other product. The behavior change service pattern to consume fundament. Firm can not just notice service before selling, but they have to notice after selling. The goal of t his study is to know influence of service quality which consist of tangible, empathy, responsiveness, reliability, and assurance to consumer satisfied to save in Lippo bank. This study use multi regression and data collecting use questionnaire and documentation, this study is quantitative research. Based on the calculation result by using F test is known that quality service variable which consist of tangible, empathy, responsiveness, reliability, and assurance simultaneously give significant influence to consumer satisfied to save in Lippo bank, it is shown by F test > F table (568.305 > 2.27), while the calculation use t test may be known that for each quality service variable which consist of tangible, empathy, responsiveness, reliability, and assurance partially give significant influence to consumer satisfied to save in Lippo bank, it is shown by t test > t table, respectively are to tangible variable (8.933 > 1.980), empathy variable (10.752> 1.980), responsiveness variable (8.802 > 1.980), reliability variable (8.164 > 1.980), and assurance (10.161 > 1.980) Based on the discussion above may be concluded simultaneously and partially, service quality variable give significant influence to consumer satisfied to save in Lippo bank.

Item Type: Thesis (Other)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 11 Jun 2012 02:51
Last Modified: 11 Jun 2012 02:51
URI: http://eprints.umm.ac.id/id/eprint/7013

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