Indrawati, Evi (2012) Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Nasabah Terhadap Pelayanan BANK Jateng Cabang Pembantu Pasar Wiradesa. Other thesis, STIE Bank BPD Jateng.
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Abstract
This research aimed to analyzed tangible influence (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (security) and empathy (concern) to customer satisfaction of Bank Jateng Capem Pasar Wiradesa. Population within this research was customers of Bank Jateng Capem Pasar Wiradesa. Sampling obtained about 100 respondent by using Non-Probability Sampling technique with Accidental sampling method, it was sample determination accidentally, were anyone whose accidentally meet who include criteria to be respondent. Based on research result, obtained regression similarity as follow : Y = -1,612 + (0,174) X1 + (0,202) X2 + (0,326) X3 + (0,230) X4 + (0,215) X5. Based on analysis of statistic data, indicators within this research have valid characteristic and the variable have reliable characteristic. Within classical assumption test, multicolonierity independent regression model, not occurred heteroskedastisity and normally distributed. Series individually from the most influence of each variable was responsiveness by regression coefficient about 0,326, then assurance variable by regression coefficient about 0,230, then empathy variable by regression coefficient about 0,215, then followed by reliability variable by regression coefficient about 0,202 and then tangibles variable by regression coefficient about 0,174. Where as amount of determination about 0,577, it meant that 57,7% client satisfaction influenced by that file variables and the rest 42,3% influenced by other variable which not include within this research.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | tangibles, reliability, responsiveness, assurance, empathy dan kepuasan nasabah. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Art |
| Depositing User: | Magang Magang Siswa |
| Date Deposited: | 19 Feb 2024 05:18 |
| Last Modified: | 19 Feb 2024 05:18 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1676 |
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