Analisis Pengaruh Tangible, Reliabilty, Responsivenes, Assurance, Emphaty Terhadap Kepuasan Nasabah Bank Syariah

Rahayu, Desi Saesari (2012) Analisis Pengaruh Tangible, Reliabilty, Responsivenes, Assurance, Emphaty Terhadap Kepuasan Nasabah Bank Syariah. Other thesis, STIE Bank BPD Jateng.

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Abstract

For companies which operating in the field of service providers, better service are a success factor for this companies. Service is perceived by consumers will built the perception of consumer about the service provider company. Then, these perceptions can make consumers satisfaction. Bank is an institution which is essentially aimed at providing services. This study is intended to test customer satisfaction by investigating effect the factors which influence it. The object of this research is bank syariah customers in Magelang. Questionnaire is used as research instrument. Analysis tool used is multiple linear regressions were processed by SPSS 16 software for the computation. The result of multiple regressions analysis obtained by the equation Y=0,602-0,015X1-0,033X2+0,192X3+0,255X4+0,224X5 and indicate that the dimensions of service quality consist of tangibles and reliability have a negatif effect on customer satisfaction bank syariah in Magelang and responsivenees, assurance, emphaty have a positive effect on customer satisfaction. Adjusted R square value is 57,1% variable service quality can influence the variable of customer satisfaction, while equal to 42,9% influenced by other variabel is not packed into a model. The most significants effect result of this research service quality dimension is emphaty variable. The second effect is responsiveness variable then assurance variable toward customer satisfaction.

Item Type: Thesis (Other)
Uncontrolled Keywords: tangibles, reliability, responsiveness, assurance, emphaty, 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: 20 Feb 2024 03:03
Last Modified: 20 Feb 2024 03:03
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/1720

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