Analisis Pengaruh Reliability, Responsiveness, Assurance, Empathy Dan TangiblesTerhadap Kepuasan Nasabah Tabungan Slawi Ayu

SAELAHI, ALIENA YULISTYA (2012) Analisis Pengaruh Reliability, Responsiveness, Assurance, Empathy Dan TangiblesTerhadap Kepuasan Nasabah Tabungan Slawi Ayu. Other thesis, STIE Bank BPD Jateng.

Text M.12.12. Aliena Yulistya Saelahi - 1M081277.pdf Download (2MB)

Abstract

The point that should be prioritized on banking services is customer satisfaction. This is make customers trust to use services that provided by bank. Based on writers analysis, amount of Slawi Ayu Savings has decreased from 2008 to 2011. The purpose of this research is to investigate the influence of reliability, responsiveness, assurance, empathy, and tangibles against customer satisfaction PD BPR Bank Tegal Gotong Royong. amount of samples that are used as many as 98 respondent using purposive sampling to determine it. The analysis technique used is descriptive statistical analysis, classical assumption test, multiple linear regression analysis, t test, and f test. From the result of research it can be concluded that reliability (0,151), responsiveness (0,253), assurance (0,250), empathy (0,220), and tangibles (0,184) have a positive and significant impact on 2 customer satisfaction. With value of Adjusted R is 61,2%.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	reliability, responsiveness, assurance, empathy, tangibles, kepuasan nasabah.
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HJ Public Finance
Divisions:	Faculty of Law, Arts and Social Sciences > School of Art
Depositing User:	Magang Magang Siswa
Date Deposited:	20 Feb 2024 03:05
Last Modified:	20 Feb 2024 03:05
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/1712

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