Analisis Dimensi Kualitas Pelayanan Unit Teller Terhadap Kepuasan Nasabah Tabungan Bank Rakyat Indonesia Persero Unit Kantor Cabang Teluk Betung Analysis Dimension Of Unit Teller Quality Service Toward Customer Satisfaction Saving PT Bank Rakyat Indonesia (Persero) Unit Branch Office Of Teluk Betung

RESTY ISMILYA, 1321011021 (2016) Analisis Dimensi Kualitas Pelayanan Unit Teller Terhadap Kepuasan Nasabah Tabungan Bank Rakyat Indonesia Persero Unit Kantor Cabang Teluk Betung Analysis Dimension Of Unit Teller Quality Service Toward Customer Satisfaction Saving PT Bank Rakyat Indonesia (Persero) Unit Branch Office Of Teluk Betung. Masters thesis, Universitas Lampung.

[img]
Preview
Text
ABSTRAK.pdf

Download (10Kb) | Preview
[img] Text
TESIS FULL.pdf
Restricted to Registered users only

Download (911Kb)
[img]
Preview
Text
TESIS TANPA BAB PEMBAHASAN.pdf

Download (549Kb) | Preview

Abstrak

Penelitian ini merupakan studi yang betujuan untuk mengetahui pengaruh dimensi kualitas pelayanan unit teller yang terdiri dari kehandalan (reability), cepat tanggap (responsiveness), empati (empathy),jaminan (assurance), dan bukti fisik (tangible) secara parsial dan secara bersama-sama terhadap kepuasan nasabah di Bank Rakyat Indonesia Unit kantor Cabang Teluk Betung. Populasi dalam penelitian ini adalah seluruh nasabah tabungan dari perusahaan PT Bank Rakyat Indonesia (Persero) Unit Kantor Cabang Teluk Betung, besarnya sampel yang dapat mewakili populasi untuk diteliti adalah sebanyak 130 responden. Metode analisis yang digunakan adalah regresi berganda. Data yang digunakan merupakan data primer dengan instrumen penelitian berupa kuisioner. Penelitian ini menggunakan teknik penentuan sampel nonprobabilitas yaitu teknik purposive sampling. Berdasarkan hasil penelitian yang telah dilakukan, dapat diketahui secara parsial maupun secara bersama-sama seluruh variabel bebas yang ada yaitu variabel kehandalan (reliability), cepat tanggap (responsiveness), empati (empathy),jaminan (assurance), dan bukti fisik(tangible) berpengaruh terhadap kepuasan nasabah di Bank Rakyat Indonesia Unit Kantor Cabang Teluk Betung. Kata Kunci : reability, responsiveness, empathy, assurance, tangible, kepuasan This study aims to determine the effect of service quality dimensions teller unit consisting of reliability, responsiveness, empathy, assurance and tangible partially and simultaneous to customer satisfaction in Bank Rakyat Indonesia Branch office Teluk Betung. The population in this study were all customers of PT Bank Rakyat Indonesia Unit Branch Office Teluk Betung, the magnitude representative sample for the population studied were as many as 130 respondens. The analytical method used is multiple regression. The data used is primary data research instruments like questionnaire. This study uses non-probability sampling technique is purposive sampling technique. Based on the research that has been done, proved partially and together with all the independent variables there is a variable reliability, responsiveness, empathy, assurance and tangible effect on customer satisfaction in Bank Rakyat Indonesia Unit Branch office Teluk Betung. Keywords: reliability, responsiveness, empathy, assurance, tangible, satisfaction.

Tipe Karya Ilmiah: Tesis (Masters)
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Ilmu Sosial = Social Sciences > HJ Public Finance
Program Studi: Fakultas Ekonomi dan Bisnis > Magister Manajemen S2
Depositing User: 4351536 . Digilib
Date Deposited: 24 Jan 2017 05:00
Last Modified: 24 Jan 2017 05:00
URI: http://digilib.unila.ac.id/id/eprint/25183

Actions (login required)

View Item View Item