“Analisis Kepuasan Nasabah Atas Layanan BPD JAWA TIMUR(Studi pada BPD JAWA TIMUR Cabang Malang)”

RIZKY BAYU, PRADANA (2009) “Analisis Kepuasan Nasabah Atas Layanan BPD JAWA TIMUR(Studi pada BPD JAWA TIMUR Cabang Malang)”. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research represent the research of case study at PT Bank Pembangunan Daerah Jawa Timur Cabang Malang with the title " Analyse The Costumer Satisfaction of to the service of PT Bank Pembangunan Daerah Jawa Timur Cabang Malang, representing descriptive research, where this research depict the certain phenomenon obtained by researcher from subyek and obyek at the time of research. Intention of this research is to depict or know the Costumer Satisfaction to service dimension given by a PT Bank Pembangunan Daerah Jawa Timur Cabang Malang and dimension of quality service which require to be given high priority beforehand so that can create the client satisfaction at PT Bank Pembangunan Daerah Jawa Timur Cabang Malang. Sampel Research relied on by method of nonprobability sampling used by accidental sampling. In this research there are 19 subvariabel exist in 5 free variable, that is direct evidence (tangible), mainstay (reliability), energy listen carefully the (responsiveness), guarantee (assurance) and empathy (emphaty), summed uply is responden 95 people. Variable measurement conducted by using scale likert. Analyzer used IKP (Index to the Cutomer Satisfaction) to know the Cutomer Satisfaction to service dimension given by a PT Bank Pembangunan Daerah Jawa Timur Cabang Malang. With the rule IKP > 1,01 = Satisfied Consumer and IKP < 1,00 Disgruntled Consumer. In determination of dimension priority of quality service used diagram kartesius. Result of analysis conclude that Index of Cutomer Satisfaction of equal to 0,87 or IKP < 1,01 which indication that disgruntled consumer to service dimension given a PT Bank Pembangunan Daerah Jawa Timur Cabang Malang, what is disagree with cutomer expectation. In quality of indicator service becoming especial perioritas is (X1.3) of room settlement able to give the freshment to cutomer; (X2.1) Give the accurate information; (X4.3) is existence of security guarantee in conducting transaction; (X5.1) Attitude employees in serving cutomer; and (X5.2) Treat the cutomer attentively. Pursuant to conclusion of above, implication writer can that side better PT Bank Pembangunan Daerah Jawa Timur Cabang Malang can improve the quality of service to increase cutomer satisfaction so that cutomer expectation can be fufilled and also more paying attention of performance storey level as according to storey level of importance and cutomer expectation.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 28 Jun 2012 03:03
Last Modified: 28 Jun 2012 03:03
URI: http://eprints.umm.ac.id/id/eprint/9987

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