Firmansyah, Mukhamad (2011) Analisis Kualitas Jasa terhadap kepuasan Nasabah pada PT Taspen (Persero) cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
ABSTRAK
Laju perkembangan dunia dewasa ini sangat pesat di segala bidang, terutama meningkatnya perkembangan dalam sektor jasa. Adanya laju perkembangan yang pesat tersebut menimbulkan persaingan yang ketat dalam usaha perebutan pangsa pasar. Komitmen akan kualitas pelayanan yang berorientasi pada pelanggan merupakan prasyaratan utama terutama bisnis jasa.
Tujuan dari penelitian ini adalah untuk menguji dan membuktikan baik secara simultan maupun parsial pengaruh shidiq (benar), amanah (terpercaya), fathanah (intelektual), tabligh (komunikatif), tangibles (bukti langsung) dan empathy (empati) terhadap kepuasan nasabah pada PT.Taspen (persero) cabang Malang. Serta untuk menguji dan membuktikan dari keempat key sucses faktor Rasullah dan dua variabel kualitas jasa tangibles (buktilangsung) dan empathy (empati) tersebut, manakah yang berpengaruh dominan terhadap kualitas jasa.
Penelitian ini dilakukan di PT. Taspen (Persero) Cabang Kota Malang. Penelitian ini digunakan sampel 100 responden. Pengambilan sampel dilakukan secara explanatory research. Dalam penelitian ini analisis data yang digunakan adalah model regresi linier berganda. Sebelum melakukan analisis regresi, maka dilakukan uji validitas, reliabilitas dan uji asumsi klasik, sehingga data yang dihasilkan akan baik. Berdasarkan hasil penelitian dapat disimpulkan shidiq (benar), amanah (terpercaya), fathanah (intelektual), tabligh (komunikatif), tangibles (bukti langsung) dan empathy (empati) baik secara simultan maupun parsial mempunyai pengaruh yang signifikan terhadap keputusan pembelian. Hal ini ditunjukkan dari hasil perhitungan uji F (serentak) yang menunjukkan bahwa Fhitung> Ftabel dan juga dari hasil perhitungan uji t (parsial) yang menunjukkan bahwa thitung > ttabel. Variabel yang mempunyai pengaruh paling dominan terhadap kepuasan nasabah adalah tabligh (komunikatif). Hal ini ditunjukkan dari hasil perhitungan nilai beta sebesar 0.663. Jadi dapat disimpulkan bahwa shidiq (benar), amanah (terpercaya), fathanah (intelektual), tabligh (komunikatif), tangibles (bukti langsung) dan empathy (empati) memiliki peran yang sama penting dalam meningkatkan kepuasan nasabah.
ABSTRACT
The rate of development of today's world is very rapidly in all fields, particularly the increasing developments in the services sector. The existence of the rapid pace of development has created the tight competition in the business struggle for market share. The commitment of quality of customer oriented service is a major prerequisite in supporting business success, especially servicesbusiness.
The purposes of this study were to test and prove either simultaneously or partially the influence of Siddeeq (right), amanah (reliable), fathanah (intellectual), tabligh (communicative), tangibles (direct evidence) and empathy (empathy) on customer satisfaction in PT . Taspen (Persero) Malang branch. As well as to test and prove the Rasulallah’s four key factors of succeess and two variables of quality of service tangibles (direct evidence) and empathy (empathy), where is the variable which has the dominant influence on the quality of services.
The research was conducted at PT. Taspen (Persero) Malang Branch. This study used samples of 100 respondents. The sampling was done through explanatory research. In this research, the data analysis used were multiple linear regression model. Before performing regression analysis, the reseachertested the validity, reliability and tested the classical assumptions, so that the data generated as well as possible.Based on the results of the research, it can be concluded that Siddeeq (right), amanah (reliable), fathanah (intellectual), tabligh (communicative), tangibles (direct evidence) and empathy (empathy) either simultaneously or partially have significant influence on purchase decisions. It is shown from the calculation of test F (simultaneously) which shows that Fcalculated> Ftable and also from the calculation of the t test (partial) showing that the tcount> t table. The most dominant influence variables on customer satisfaction is tabligh (communicative). It is shown from the calculation of beta values for 0.663. So it can be concluded that Siddeeq (right), tabligh (trusted), fathanah (intellectual), tabligh (communicative), tangibles (direct evidence) and empathy (empathy) have an equal important role in increasing customer satisfaction.
Item Type: | Thesis (Undergraduate) | ||||||
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Supervisor: | Hasan, Irmayanti | ||||||
Contributors: |
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Keywords: | Shidiq (benar); fathanah (intelektual); amanah (terpercaya); tabligh (komunikatif); tangibles (bukti langsung); empathy (empati); Siddeeq (right); fathanah (intellectual); amanah (trusted); tabligh (communicative); tangibles (direct evidence); and empathy (empathy) | ||||||
Departement: | Fakultas Ekonomi > Jurusan Manajemen | ||||||
Depositing User: | Meirisa Anggraeni | ||||||
Date Deposited: | 25 Jan 2023 14:41 | ||||||
Last Modified: | 25 Jan 2023 14:41 | ||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/45287 |
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