?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+KUALITAS+PELAYANAN+TERHADAP%0D%0A%0D%0AKEPUASAN+NASABAH%0D%0A%0D%0A(Studi+BTN+Kantor+Kas+Universitas+Lampung)&rft.creator=UKHTI+AMALIA+THAMRIN%2C+1511011027&rft.subject=+&rft.description=Perusahaan+harus+memperhatikan+kualitas+pelayanan+agar+konsumen+merasa+puas%2C%0D%0Ademikian+juga+BTN+sebagai+perusahaan+jasa.+Permasalahan+pada+penelitian+ini+adalah%0D%0Aapakah+indikator+tangible%2C+reliability+dan+responsiveness+berpengaruh+positif%0D%0Asignifikan+terhadap+kepuasan+nasabah+BTN+Universitas+Lampung.+Sehingga%0D%0Apenelitian+ini+bertujuan+untuk+mengetahui+pengaruh+variabel+dari+kualitas+pelayanan%0D%0Ayaitu+tangible%2C+realibility+dan+responsiveness+terhadap+kepuasan+mahasiswa+yang%0D%0Amembayar+SPP+di+bank+BTN+UNILA.%0D%0AHipotesis+yang+diajukan+pada+penelitian+ini+%3A+(1)+Indikator+tangible+berpengrauh%0D%0Apositif+terhadap+kepuasan+konsumen%2C+(2)+Indikator+reliability+berpengaruh+positif%0D%0Aterhadap+kepuasan+konsumen+dan+(3)+Indikator+responsiveness+berpengaruh+positif%0D%0Aterhadap+kepuasan+konsumen.+Untuk+menjawab+hipotesis+dilakukan+penelitian%0D%0Adengan+sampel+sebanyak+100+responden+mahasiswa+S1+Paralel+Fakultas+FEB%2C+Hukum%2C+FISIP+dan+MIPA+dan+alat+analisis+yang+digunakan+adalah+regresi+linier%0D%0Aberganda.%0D%0ASetelah+dilakukan+perhitungan+diperoleh+hasil+bahwa+variabel+pengaruh+terbesar%0D%0Aadalah+variabel+responsiveness+lalu+diikuti+variabel+kedua+yaitu+tangible+serta%0D%0Apengaruh+terkecil+yaitu+variabel+reliability.+Hipotesis+pada+penelitian+ini+diterima%0D%0Akarena+faktor+kesalahan+lebih+kecil+daripada+nilai+kesalahan+yang+dapat+diterima.%0D%0ASaran+Penelitian+ini+adalah+Bank+BTN+UNILA+harus+menghindari+kesalahan+dalam%0D%0Atransaksi+terutama+saat+pembayaran+SPP+mahasiswa+Universitas+Lampung.+Bank%0D%0ABTN+dapat+melakukan+penambahan+kapasitas+system+layanan+seperti+memperbesar%0D%0Akapasitas+teknologi+informasinya+terutama+saat+mahasiswa+melakukan+pembayaran%0D%0ASPP.+Bank+BTN+UNILA+membuat+sistem+antrian+yang+baik+dengan+cara+mengatur%0D%0Ajadwal+pembayaran+berdasarkan+fakultas+dan+jurusan+masing-masing+sehingga+tidak%0D%0Aterjadi+penumpukan.%0D%0AKata+kunci+%3A+bukti+fisik%2C+keandalan%2C+ketanggapan%2C+kepuasan+konsumen%0D%0ACompanies+must+pay+attention+to+service+quality+so+that+consumers+feel+satisfied%2C+as%0D%0Awell+as+BTN+as+a+service+company.+The+problem+in+this+study+is+whether+tangible%2C%0D%0Areliability+and+responsiveness+indicators+have+a+significant+positive+effect+on+the%0D%0Asatisfaction+of+BTN+University+Lampung+customers.+So+that+this+study+aims+to%0D%0Adetermine+the+effect+of+variables+on+service+quality%2C+namely+tangible%2C+reliability+and%0D%0Aresponsiveness+to+the+satisfaction+of+students+who+pay+tuition+fees+at+the+UNILA%0D%0ABTN+bank.%0D%0AThe+hypothesis+proposed+in+this+study%3A+(1)+Tangible+indicators+have+positive%0D%0Ainfluence+on+consumer+satisfaction%2C+(2)+Indicators+of+reliability+have+a+positive%0D%0Aeffect+on+consumer+satisfaction+and+(3)+Indicators+of+responsiveness+have+a+positive%0D%0Aeffect+on+customer+satisfaction.+To+answer+the+hypothesis+the+research+was%0D%0Aconducted+with+a+sample+of+100+respondents+from+the+Faculty+of+FEB%2C+Law%2C+FISIP%0D%0Aand+MIPA+Parallel+S1+students+and+the+analysis+tool+used+was+multiple+linear%0D%0Aregression.%0D%0AAfter+the+calculation+is+done%2C+the+results+show+that+the+biggest+influence+variable+is%0D%0Athe+responsiveness+variable+and+then+the+second+variable+is+tangible+and+the%0D%0Asmallest+effect+is+the+reliability+variable.+The+hypothesis+in+this+study+is+accepted%0D%0Abecause+the+error+factor+is+smaller+than+the+acceptable+error+value.+The+suggestion%0D%0Aof+this+research+is+that+Bank+BTN+UNILA+must+avoid+errors+in+transactions%2C%0D%0Aespecially+when+paying+tuition+fees+for+students+at+the+University+of+Lampung.%0D%0ABank+BTN+can+add+service+system+capacity+such+as+enlarging+its+information%0D%0Atechnology+capacity%2C+especially+when+students+make+SPP+payments.+Bank+BTN%0D%0AUNILA+makes+a+good+queuing+system+by+arranging+payment+schedules+based+on%0D%0Athe+faculties+and+departments+of+each+so+that+there+is+no+accumulation.%0D%0AKeywords%3A+tangible%2C+reliability%2C+responsiveness%2C+customer+satisfaction&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS&rft.date=2019&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55185%2F1%2F1.%2520ABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55185%2F2%2F2.%2520SKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55185%2F3%2F3.%2520SKRIPSI%2520FULL%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=++UKHTI+AMALIA+THAMRIN%2C+1511011027++(2019)+PENGARUH+KUALITAS+PELAYANAN+TERHADAP+KEPUASAN+NASABAH+(Studi+BTN+Kantor+Kas+Universitas+Lampung).++FAKULTAS+EKONOMI+DAN+BISNIS%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F55185%2F