Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada PT Bank Rakyat Indonesia Capem Unit Kandat Kediri

Fauziyah, Lailatul (2013) Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada PT Bank Rakyat Indonesia Capem Unit Kandat Kediri. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA:

Pada dasarnya pelayanan yang menjadi faktor terpenting dalam menentukan kepuasan nasabah. BRI adalah sebagai bank pemerintah pertama di Republik Indo nesia.Hal ini terbukti dengan banyaknya anak cabang yang dimiliki BRI. Dengan banyaknya cabang BRI ini membuktikan bahwasa nya BRI yang merupakan bank yang mampu memberikan tingkat pelayanan terhadap masyarakat. Salah satu usaha untuk bisa mendapatkan ataupun mempertahankan nasabah yaitu dengan cara pelayanan yang berkualitas kepada nasabah, dan pengertian pelayanan bukan hanya sebatas nasabah terpenuhi kebutuhannya akan tetapi sampai kepuasan secara pribadi.

Penelitian ini bertujuan untuk mengetahui variabel pelayanan yang domina n mempengaruhi tingkat kepuasan nasabah pada BRI CAPEM Unit Kandat Kediri. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan analisis reg resi berganda.Dalam hal ini peneliti mendeskripsikan tentang kualitas pelayanan t erhadap kepuasan nasabah.Kualitas dan kepuasan seorang nasabah di dapatkan da ri penyebaran sejumlah kuisioner kepada nasabah BRI .

Kualitas pelayanan (X) yang terdiri dari tangible /Bukti Fisik(X1), Reabilit y/Keandalan(X2),Responsive/ Daya Tanggap (X3), assurance / Jaminan (X.4) dan Empaty / Perhatian Individu secara simultan dan parsial berpengaruh positif terhad ap Kepuasan Pelanggan (Y) pada BRI Capem Unit Kandat.Variabel Tangible / bu kti fisik (X1) berpengaruh dominan terhadap Kepuasan Pelanggan (Y) pada BRI Capem Unit Kandat.Terdapat pengaruh secara serentak dari variabel kualitas layanan yang diwakili oleh bukti langsung, keandalan, daya tanggap, jaminan, dan empati berpengaruh terhadap kepuasan nasabahpada BRI Capem Unit Kandat.

ENGLISH:

Basically the service is the most important factor in determining customer satisfaction. BRI is the first state-owned bank in the Republic of Indonesia. This is evidenced by the many owned subsidiary BRI. With many branches BRI BRI which proves that the bank is able to provide the level of service to the community. One could attempt to obtain or retain customers is by way of a quality service to customers, and the service is not only limited understanding customer needs are met but until satisfaction personally .

This study aims to determine the services that the dominant variable affecting customer satisfaction levels in the BRI Unit CAPEM KANDAT KEDIRI. This research is a quantitative study using multiple regression analysis . In this case the researchers describe the quality of service to customer satisfaction. Quality and customer satisfaction obtained from the spread of a number of questionnaires to BRI customers .

Quality of service ( X ) which consists of tangible / Physical Evidence ( X1 ), Reability / Reliability ( X2 ) , Responsive / Responsiveness ( X3 ), assurance / warranty ( X.4 ) and Empaty / Individual Attention simultaneously and partially positive effect the Customer Satisfaction ( Y ) on the BRI Unit CAPEM KANDAT KEDIRI. Variabel Tangible / physical evidence ( X1 ) the dominant influence on Customer Satisfaction ( Y ) on the BRI Unit CapemKandat. There is a simultaneous effect of the variable quality of service that is represented by direct evidence, reliability, responsiveness, assurance, and empathy influence on customer satisfaction in the BRI Unit Capem Kandat

Item Type: Thesis (Undergraduate)
Supervisor: Rahayu, Yayuk Sri
Keywords: Tangible; Reliabiliti; Responsiveness; Assurance; Empathy
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management
Departement: Fakultas Ekonomi > Jurusan Manajemen
Location: 150313
Depositing User: Heni Kurnia Ningsih
Date Deposited: 09 Oct 2015 01:40
Last Modified: 09 Oct 2015 01:40
URI: http://etheses.uin-malang.ac.id/id/eprint/2390

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