ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA KANCA PONOROGO
| Main Author: | Rafica, Vivia Maya |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
LPPM STIE ASIA
, 2018
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| Online Access: |
https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/75 https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/75/58 |
Daftar Isi:
- Company is a monetary service, thus it must win emulation which progressively more competitive. Bank Rakyat Indonesia cannot only rely on product development of eye service, but it must also force relation with all service users or clients who judge the make-up of the quality of service and product which on the market. This research aims to study and analyze the influences of The Quality of Service on the Costumer Satisfaction of PT. Bank Rakyat Indonesia (Persero) Kantor Cabang Ponorogo. The Quality of Service in this research uses three of the that is consist of: reliability, responsiveness and assurances have relationship with Costumer Satisfaction. If costumer feel satisfied, that make customer high probability to buys a service. In this research, Multiple regreression of technical analysis is applied. To test the impact, F test is applied and to test the partial influence, t test is applied at significant level 0,05. The number of samples used for this analysis are 266 consumers that comprise at Tabungan of PT. Bank Rakyat Indonesia (Persero) Kantor Cabang Ponorogo. The result of the research indicates that partially only reliability dimension which does not has an effect on the satisfaction of the client. The Quality of Service in this research uses three of the that is consist of: reliability, responsiveness and assurances have relationship with Costumer Satisfaction. If costumer feel satisfied, that make customer high probability to buys a service. In this research, Multiple regreression of technical analysis is applied. To test the impact, F test is applied and to test the partial influence, t test is applied at significant level 0,05. The number of samples used for this analysis are 266 consumers that comprise at Tabungan of PT. Bank Rakyat Indonesia (Persero) Kantor Cabang Ponorogo.
- Perusahaan yang bergerak dalam jasa keuangan tentunya harus mampu untuk memenangkan persaingan yang semakin kompetitif. Dalam persaingan yang semakin ketat perusahaan tidak dapat hanya mengandalkan pengembangan produk jasa semata, melainkan dituntut untuk menjalin hubungan baik dengan para pengguna jasa atau nasabah melalui peningkatan kualitas produk dan jasa yang ditawarkan. Penelitian ini bertujuan untuk mengkaji dan menganalisis sejauhmana kualitas pelayanan berpengaruh terhadap kepuasan nasabah PT. Bank Rakyat Indonesia (Persero) Kantor Cabang Ponorogo. Hasil penelitian dan pembahasan menunjukkan bahwa kualitas pelayanan yang terdiri dari dimensi keandalan, daya tanggap dan jaminan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kualitas pelayanan yang terdiri dari tiga dimensi yakni dimensi Keandalan (Reliability), Daya Tanggap (Responsiveness) dan Jaminan (Assurance) mempunyai hubungan yang erat dengan kepuasan nasabah. Jika nasabah merasa puas dia akan menunjukkan probabilitas yang tinggi untuk membeli jasa tersebut.