PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA
| ctrlnum |
46908 |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://repository.mercubuana.ac.id/46908/</relation><title>PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA</title><creator>FENANDA, SHERLY</creator><subject>005.434 Process Management Programs/Program Manajemen Proses</subject><subject>005.435 Memory Management Programs/Program Manajemen Memori</subject><subject>069.63 Personnel Management/Manajemen Personalia</subject><description>The purpose of this study was to examine and recognize whether service quality and trust significantly influence customer satisfaction at PT. Bank Central Asia. The object of this study was the BCA Bank Taman Kencana customer in the Jakarta area. This study was conducted on 100 respondents using survey techniques with questionnaires. Data analysis in this study uses the help of Variance Based Structural Equation Modeling where the data processing uses Partial Least Square (PLS) Version 3.0. The results of this study indicate that partially, service quality variables have a significant effect on customer satisfaction and trust variables have a significant effect on customer satisfaction.
Keyword : Service Quality, Trust and Customer Satisfaction

Tujuan penelitian ini adalah untuk menguji dan mengenalisa apakah kualitas layanan dan kepercayaan berpengaruh secara signifikan terhadap kepuasan pelanggan pada PT. Bank Central Asia. Objek penelitian ini adalah pelanggan BCA Bank Taman Kencana di wilayah Jakarta.. Penelitian ini dilakukan terhadap 100 responden dengan menggunakan teknik survei dengan alat penyebaran kuesioner. Analisis data pada penelitian ini menggunakan bantuan Variance Based Structural Equation Modeling dimana pengolahan datanya menggunakan program Partial Least Square (PLS) Versi 3.0. Hasil penelitian ini menunjukan bahwa secara parsial, variabel kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan dan variabel kepercayaan berpengaruh signifikan terhadap kepuasan pelanggan.
Kata kunci: Kualitas Layanan, Kepercayaan dan Kepuasan Pelanggan</description><date>2019-01-25</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/1/1.%20Cover.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/2/2.%20Abstrak.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/3/3.%20Lembar%20Pernyataan.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/4/4.%20Lembar%20Pengesahan.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/5/5.%20Kata%20Pengantar.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/6/6.%20Daftar%20Isi.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/7/7.%20Daftar%20Tabel.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/8/8.%20Daftar%20Gambar.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/9/9.%20Bab%201.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/10/10.%20Bab%202.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/11/11.%20Bab%203.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/12/12.%20Bab%204.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/13/13.%20Bab%205.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/14/14.%20Daftar%20Pustaka.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/46908/15/15.%20Lampiran.pdf</identifier><identifier> FENANDA, SHERLY (2019) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA. S1 thesis, Universitas Mercu Buana Jakarta. </identifier><recordID>46908</recordID></dc>
|
| language |
ind |
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview Book:Book Book |
| author |
FENANDA, SHERLY |
| title |
PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA |
| publishDate |
2019 |
| topic |
005.434 Process Management Programs Program Manajemen Proses 005.435 Memory Management Programs Program Manajemen Memori 069.63 Personnel Management Manajemen Personalia |
| url |
http://repository.mercubuana.ac.id/46908/1/1.%20Cover.pdf http://repository.mercubuana.ac.id/46908/2/2.%20Abstrak.pdf http://repository.mercubuana.ac.id/46908/3/3.%20Lembar%20Pernyataan.pdf http://repository.mercubuana.ac.id/46908/4/4.%20Lembar%20Pengesahan.pdf http://repository.mercubuana.ac.id/46908/5/5.%20Kata%20Pengantar.pdf http://repository.mercubuana.ac.id/46908/6/6.%20Daftar%20Isi.pdf http://repository.mercubuana.ac.id/46908/7/7.%20Daftar%20Tabel.pdf http://repository.mercubuana.ac.id/46908/8/8.%20Daftar%20Gambar.pdf http://repository.mercubuana.ac.id/46908/9/9.%20Bab%201.pdf http://repository.mercubuana.ac.id/46908/10/10.%20Bab%202.pdf http://repository.mercubuana.ac.id/46908/11/11.%20Bab%203.pdf http://repository.mercubuana.ac.id/46908/12/12.%20Bab%204.pdf http://repository.mercubuana.ac.id/46908/13/13.%20Bab%205.pdf http://repository.mercubuana.ac.id/46908/14/14.%20Daftar%20Pustaka.pdf http://repository.mercubuana.ac.id/46908/15/15.%20Lampiran.pdf http://repository.mercubuana.ac.id/46908/ |
| contents |
The purpose of this study was to examine and recognize whether service quality and trust significantly influence customer satisfaction at PT. Bank Central Asia. The object of this study was the BCA Bank Taman Kencana customer in the Jakarta area. This study was conducted on 100 respondents using survey techniques with questionnaires. Data analysis in this study uses the help of Variance Based Structural Equation Modeling where the data processing uses Partial Least Square (PLS) Version 3.0. The results of this study indicate that partially, service quality variables have a significant effect on customer satisfaction and trust variables have a significant effect on customer satisfaction.
Keyword : Service Quality, Trust and Customer Satisfaction
Tujuan penelitian ini adalah untuk menguji dan mengenalisa apakah kualitas layanan dan kepercayaan berpengaruh secara signifikan terhadap kepuasan pelanggan pada PT. Bank Central Asia. Objek penelitian ini adalah pelanggan BCA Bank Taman Kencana di wilayah Jakarta.. Penelitian ini dilakukan terhadap 100 responden dengan menggunakan teknik survei dengan alat penyebaran kuesioner. Analisis data pada penelitian ini menggunakan bantuan Variance Based Structural Equation Modeling dimana pengolahan datanya menggunakan program Partial Least Square (PLS) Versi 3.0. Hasil penelitian ini menunjukan bahwa secara parsial, variabel kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan dan variabel kepercayaan berpengaruh signifikan terhadap kepuasan pelanggan.
Kata kunci: Kualitas Layanan, Kepercayaan dan Kepuasan Pelanggan |
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IOS5909.46908 |
| institution |
Universitas Mercu Buana |
| institution_id |
134 |
| institution_type |
library:university library |
| library |
Perpustakaan Universitas Mercu Buana |
| library_id |
542 |
| collection |
Repository Universitas Mercu Buana |
| repository_id |
5909 |
| subject_area |
Econmics/Ilmu Ekonomi Communication/Komunikasi Engineering/Ilmu Teknik Measurement/Teknik Desain, Pengujian, Pengukuran, Kualitas, Perawatan, Pemeliharaan, Perbaikan |
| city |
Jakarta Barat |
| province |
DKI JAKARTA |
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1 |
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IOS5909 |
| first_indexed |
2019-05-09T00:35:45Z |
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2019-05-09T00:35:45Z |
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dc |
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1674510797765607424 |
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17.538404 |