PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PRODUK TABUNGAN BRITAMA PADA PT. BANK RAKYAT INDONESIA (PERSERO) TBK CABANG CIBINONG
| Main Authors: | Gunotomo, Dyan Tanjung; Fakultas Ekonomi,Universitas Gunadarma, Indrayani, Emmy; Fakultas Ekonomi,Universitas Gunadarma |
|---|---|
| Format: | Article info eJournal |
| Bahasa: | eng |
| Terbitan: |
Jurnal Ilmiah Ekonomi dan Kewirausahaan
, 2017
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| Online Access: |
http://ejournal.stienusa.ac.id/index.php/ekowir/article/view/93 http://ejournal.stienusa.ac.id/index.php/ekowir/article/view/93/72 |
Daftar Isi:
- Every bank will always strive to provide the best service to its customers. Differences in the assessment of receiving services will arise because of past experience of the service received. For that customer satisfaction must be considered because most customers want to make a simple transaction and does not require a long time. In an effort to minimize customer dissatisfaction, the bank must find a strategy how banks how banks can provide the best service for customers by focusing on the desire and satisfaction of customers.This study aims to determine and analyze how much influence the quality of service to the level of satisfaction perceived by customers who use the services of PT. BRI (Persero) Tbk Branch Cibinong. The analysis method used is multiple linear regression method. The results showed that service quality consisting of Realibility (X1), Assurance (X2), Empathy (X3), Tangible (X4), and Responsiveness (X5) together had a positive influence, using F test seen that quality Service has a significant influence on customer satisfaction as well as partially, all variables have a significant effect on customer satisfaction.