Kumalasari, Annisa (2023) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH KREDIT PT. BPR BKK KOTA SEMARANG. Other thesis, STIE Bank BPD Jateng.
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Abstract
People's credit banks, commonly abbreviated as BPRs, are a type of bank that is known to serve micro, small and medium entrepreneurs with locations that are generally close to where people need it. The purpose of this research is to know the effect of service quality on customer satisfaction, and to know the effect of product quality on customer satisfaction. The sample in this study were 100 respondents from BPR BKK bank customers in Semarang City. Data analysis methods used in this study are Data Quality Test, Classical Assumption Test, Multiple Linear Regression Analysis, and Model Feasibility Test (Goodness of Fit Model) using the IBM SPSS application. The results show that 1. The service quality variable (X1) has a tcount value of 2.758 > ttable 1.66023 with a significance level of 0.008 <0.05, so the hypothesis is rejected or partially there is no positive and significant effect between service quality (X1) on customer satisfaction (Y) , and 2. The product quality variable (X2) has a tcount value of 1.937 > ttable 1.66023 with a significance level of 0.056 <0.05 then the hypothesis is accepted or partially there is a positive and significant effect between product quality (X2) on customer satisfaction.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | Bank perkreditan rakyat biasa dipanggil BPR meurpakan suatu bank meladeni para pemilik usaha mikro, kecill dan menengah umumnya lebih dekat dengan tempat yang dibutuhkan masyarakat. Tujuan penelitian tersebut melihat pengaruh kualitas layanan terhadap kepuasan pelanggan serta pengaruh kualitas produk terhadap puasan pelanggan. Sampel untuk survey 100 responden dari klien bank BPR BKK di kota Semarang. Analisis data yang me nggunakan Uji Kualitas Data, Uji Asumsi Klasik, Analisis Regresi Linear Berganda, dan Uji Kelayakan Model (Goodness of Fit Model) dengan menggunakan aplikasi IBM SPSS. Hasil menunjukkan bahwa 1. Variabel kualitas pelayanan (X1) punya nilaii thitung 2,758 > ttabel 1.66023 dengan tingkat signifikansi 0,008 < 0,05 maka hipotesis diterima atau secara parsial terdapat pengaruh positif serta signifikansi antara kualitas layanan (X1) terhadap kepuasan nasabah (Y), dan 2. Variabel kualitas produk (X2) memiliki nilai thitung 1,937 > ttabel 1.66023 dengan tingkat signifikansi 0,056 < 0,05 maka hipotesis diterima atau secara parsial ada pengaruh positif serta signifikannya antara kualitas produk (X2) terhadap kepuasan nasabah. |
| Uncontrolled Keywords: | Service quality, product quality, and customer satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 04 Jul 2023 01:57 |
| Last Modified: | 04 Jul 2023 01:57 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1022 |
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