PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK NAGARI CABANG LUBUK SIKAPING
Abstract
This study aims to determine how much the influence of the dimensions of service quality to the level of satisfaction felt by customers who use the services of Bank Nagari Lubuk Sikaping Branch. The model which is used in this study is the method of observation, interviews, questionnaires, and literature study by using a likert scale and sampling method used was accidental sampling a total of 100 samples. The analytical method used is multiple linear regression method (multiple linear regression). The results showed that the dimensions of service quality consists of Tangible (X1), Empathy (X2), Responsiveness (X3), Reliability (X4), and Assurance (X5) collectively - have the same positive effect. Where the regression equation Y = 10.671 + 0.688 X1 + 0.057 X2 + 0.318 X3 + 0.996 X4 - X5 + 0.209 + e. In addition, the F-test shows that the quality of services has a significant impact on customer satisfaction with a significant level of 0.000 or 0%. While based on partial test (t), all the variables also have a significant impact on customer satisfaction for Tangible significance level is 0.001, or 0.1%; Empathy is 0,001, or 0.1%; Responsiveness 0.001 or 0.1%; Reliability 0,000 or 0%; Assurance of 0.004 or 0.4%.
Keywords: Customer Satisfaction, Tangible, Empathy, Responsiveness, Reliability, and Assurance.
Full Text:
PDFReferences
Alma, Buchari. (2004). Manajemen Pemasaran dan Pemasaran Jasa. Bandung : Alfabeta.
Aritonang, Lerbin R. (2005). Kepuasan Konsumen,
Pengukuran dan Penganalisisan dengan
SPSS. Jakarta : Gramedia Pustaka Utama.
Assauri, Sofjan. (2007). Manajemen Pemasaran
Dasar, Konsep dan Strategi. Jakarta: PT
Raja Grafindo,
Barata, Atep Adya. (2004). Dasar-Dasar
Pelayanan Prima. Jakarta : Elex Media
Komputindo.
Bagus Tri Leksono. (2009). Analisis Pengaruh Kualitas PelayananTerhadap Kepuasan Nasabah Pengguna Kartu BPD Card Bank Jateng cabang Utama Semarang.
Candra Laksono, Dany Indarso . (2007). Riset Pemasaran. Jakarta : PT Indeks .
Dodik Agung. (2004). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Kredit Perorangan dan Kelompok : Studi Kasus pada BPR Bank Pasar Kebupaten Karanganyar.
Hermansyah. (2009). Bank dan Lembaga Keuangan Lainnya. Jakarta : PT Raja Grafindo Persada.
Hurriyati, Ratih. (2008). Bauran Pemasaran dan Loyalitas Konsumen. Bandung : Alfabeta.
John, C. Mowen dan Michael Minor. (2002).
Perilaku Konsumen. Jakarta : Erlangga.
Kasmir. (2004). Dasar-dasar Perbankan. Jakarta :
Rajawali Pers.
. (2004). Pemasaran Bank. Jakarta :
Prenada Media.
Kotler, Phillip. (2008). Manajemen Pemasaran.
Jakarta : Prenhalindo.
Lovelock, Christopher & Lauren Wright. (2001). Manajemen Pemasaran Jasa. Jakarta : PT Indeks.
Lupiyoadi, Rambat. (2004). Manajemen Pemasaran Jasa. Jakarta : Salemba Empat.
Lexy J. Maleong. (2004). Metode Penelitian Kualitatif. Bandung : Remaja Rosada Karya.
Rangkuti, Freddy. (2007). Riset Pemasaran.
Jakarta : PT Gramedia Pustaka Utama.
Ratnasari Tri & Mastuti H. Aksa. (2011). Manajemen Pemasaran Jasa. Jakarta : Ghalia Indonesia.
Thio, Santoso, S. (2007). Riset Pemasaran (Konsep dan Aplikasi dalam SPSS). Jakarta : PT Alex Media Komputindo.
Sugiyono. (2003). Statistik Untuk Penelitian.
Bandung : Alfabeta.
. (2007). Metode Penelitian Administrasi.
Bandung : Alfabeta.
Tika, Pabundu. (2006). Metodologi Riset Bisnis.
Jakarta : Bumi Aksara.
Tjiptono, Fandy & Chandra Gregorius. (2005). Service, Quality dan Satisfaction,
Yogyakarta : Andi.
Umar, Husain. (2005). Riset Pemasaran dan Perilaku Konsumen. Jakarta : PT Gramedia Pustaka Utama.
DOI: https://doi.org/10.31846/jae.v3i2.181
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
e-Jurnal Apresiasi Ekonnomi Indexed by:
 
 
     