title: 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  
creator: RESTY ISMILYA, 1321011021
subject: HD28 Management. Industrial Management
subject: HJ Public Finance
description: 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.  
date: 2016-12-21
type: Tesis
type: NonPeerReviewed
format: text
identifier: http://digilib.unila.ac.id/25183/1/ABSTRAK.pdf
format: text
identifier: http://digilib.unila.ac.id/25183/2/TESIS%20FULL.pdf
format: text
identifier: http://digilib.unila.ac.id/25183/3/TESIS%20TANPA%20BAB%20PEMBAHASAN.pdf
identifier:   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.   
relation: http://digilib.unila.ac.id/25183/