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UEU » Undergraduate Theses » Manajemen
Posted by [email protected] at 17/07/2013 08:40:18 • 5443 Views
ANALISIS PENGARUH KUALITAS PELAYANAN
TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA CABANG PLUITCreated by :
MIKA HANDAYANI ( 200911089 )
| Subject: | Kualitas pelayanan
kepuasan nasabah | | Alt. Subject : | Kualitas pelayanan
kepuasan nasabah | | Keyword: | Kualitas pelayanan
kepuasan nasabah |
Description:
Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh antara kualitas
pelayanan terhadap kepuasan nasabah dan pada PT. Bank Rakyat Indonesia (Persero),
Tbk Cabang Pluit. Alat analisa yang digunakan adalah metode analisa Deskriptif dan
Regresi Berganda dengan menggunakan 5 dimensi SERVQUAL.
Hasil Regresi Berganda bertujuan untuk mengetahui apakah terdapat pengaruh
kualitas pelayanan terhadap kepuasan nasabah dan untuk mengetahui dimensi yang
paling dominan mempengaruhi kepuasan nasabah. Maka dari hasil penelitian
didapatkan besaran pengaruh dari nilai reliability x1 (4.410), responsivess x2
(23.840), assurance x3 (-19.990), emphaty x4 (5.766), tangibe x5 (4.119). Dan
ternyata hanya Responsiveness yang paling mempengaruhi dengan besaran
konstantanya sebesar 23.840
Hasil penelitian menunjukan bahwa hanya Responsiveness yang ternyata paling
mempengaruhi kepuasan nasabah PT. Bank Rakyat Indonesia (Persero),Tbk Cabang
Pluit.
| Contributor | : |
- Dra. Suryari Purnama, MM,
| | Date Create | : | 17/07/2013 | | Type | : | Text | | Format | : | pdf | | Language | : | Indonesian | | Identifier | : | UEU-Undergraduate-200911089 | | Collection ID | : | 200911089 |
Source :
Undergraduate theses economy faculty
Relation Collection:
Universitas Esa Unggul
Coverage :
Sivitas Akademika Universitas Esa Unggul
Rights :
Copyright @2013 by UEU Library. This publication is protected by copyright and per obtained from the UEU Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to UEU Library
Publication URL :
https://digilib.esaunggul.ac.id/analisis-pengaruh-kualitas-pelayananterhadap-kepuasan-nasabah-pada-pt-bank-rakyat-indonesia-cabang-pluit-191.html
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