PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH PADA PT. BANK BNI 46 TBK (CABANG DUKUH BAWAH)
| Main Authors: | , Rino Verianto, , Drs. Ertambang Nahartyo M.Sc Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/99782/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55908 |
Daftar Isi:
- In the last decade, improved quality of service will be offered more and get a lot of attention for the company. This is because the quality of service can be used as a tool to achieve competitive advantage. With an increase in service quality is good, it can cause a consumer loyalty, and likely to attract new customers. Consumers who have been loyal to a product and services also means that consumers need to feel satisfied, so make the purchase more than once. Banking company as one of the companies engaged in the service sector also needs to pay attention to the five dimensions of service quality indicators used by its customers in assessing whether the services are qualified or not, in the hope that the banking company still exist and are proliferating. Formulation of the problem in this study is to show whether the quality of service and quality products partially influential on customer satisfaction in Bank BNI 46 (Dukuh Bawah Branch). The study also wanted to answer whether the quality of service and product quality simultaneously affect on customer satisfaction in Bank BNI 46 (Dukuh Bawah Branch). This study aims to determine and analyze the influence of the quality of banking services consisting of intangible variables, reliability, responsiveness, assurance and empathy for customer satisfaction. In addition, find out and analyze the influence of the variable quality of the product is most dominant in influencing customer satisfaction PT. Bank BNI 46 (Dukuh Bawah Branch). Theory used in this research that the theory relating to the quality of service, product quality and customer satisfaction. The approach used in this study was descriptive and quantitative surveys and statistical testing. Data collection techniques by distributing questionnaires to a sample of 80 respondents and study documentation. To test the hypothesis test used correlation, multiple regression with t test and F test (Anova). Results showed that the presence of a strong and positive correlation between product quality and service quality with customer satisfaction. In the F-test hypothesis test is known that F calculated> F table or 86.123> 3.115 or Ho is rejected and Ha accepted.