Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah (survei pada nasabah Bank Mandiri Batam Batu Ampar)
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Date
2017-09-07
Authors
Agustrianto, Andri
Journal Title
Journal ISSN
Volume Title
Publisher
Politeknik Negeri Batam
Abstract
Banking institutions is an important instrument for Governments is controlling the
financial and monetary policy in stabilizing and increasing economic growth. As a
service company, the bank sued the more professional, trustworthy and superior in
service as well as the customer desires can compensate for the changes effectively.
This study aims to examine the effect of service quality on customer satisfaction, the
survey was conducted at Bank Mandiri Batam Batu Ampar Branch. This study aims to
determine the effect of each variable on the quality of the most influential service and
test the hypothesis that has been formulated previously. The variables of this research
are Tangible (physical aspect), Reliability (reliability aspect), Responsiveness (aspect
of catch power), Assurance (aspect of guarantee), Empathy (aspect of awareness)
together and partially significant effect on customer satisfaction variable with the most
dominant factor Is variable Reliability and Empathy to customer satisfaction. This
research uses explanatory research approach (explanatory research) with a sample of
116 people who are customers who transact at the teller. This research use regression
equation test, the result of this research get the regression equation formed is Y = -
0,640 + 0,299X1 + 0,504X2 + -0,194X3 + 0,298X4 + 0,130X5. Based on the result of t
test, tangible, reliability, assurance, empathy have positive and significant influence to
customer satisfaction while responsiveness variable has negative and significant effect
to customer satisfaction.
Description
Keywords
Manajemen Bisnis, Administrasi Bisnis, Economics (Ilmu Ekonomi), Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan), Engineering and Allied Operations (Teknik dan Ilmu yang Berkaitan)