PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK KEPERCAYAAN DAN KEAMANAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRIMO

Pratama, Ronaldo Ardian (2024) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK KEPERCAYAAN DAN KEAMANAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRIMO. Other thesis, STIE Bank BPD Jateng.

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Abstract

This research aims to analyze the influence of service quality, product quality, trust, and security on BRImo customer satisfaction. This study is a survey of BRI Bank customers at the Karanganyar Branch. The population in this study were BRI Bank customers at the Karanganyar Branch who had BRImo. In this study, convenience sampling was used to obtain a sample of 100 respondents. This type of research is quantitative research with multiple linear regression analysis techniques using SPSS 25 software. Based on the results of the analysis, it was obtained that (1) service quality has a significant positive effect on customer satisfaction, (2) product quality has a significant positive effect on customer satisfaction, (3) Security has a significant positive effect on customer satisfaction, and (4) Trust has a significant positive effect on customer satisfaction. The implications of this study are that it is expected to provide benefits for related and interested parties, increasing insight and knowledge about the world of banking. Keywords:customer satisfaction, service quality, product quality, trust, security

Item Type:	Thesis (Other)
Additional Information:	Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, kualitas produk, kepercayaan, dan keamanan terhadap kepuasan nasabah BRImo. Penelitian ini merupakan survey pada nasabah Bank BRI Cabang Karanganyar. Populasi dalam penelitian ini adalah nasabah Bank BRI Cabang Karanganyar yang memiliki BRImo. Dalam penelitian ini menggunakan convenience sampling diperoleh sampel sebanyak 100 responden. Jenis penelitian ini adalah penelitian kuantitatif dengan teknik analisis regresi linear berganda menggunakan software SPSS 25. Berdasarkan hasil analisis, diperoleh bahwa (1) kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan nasabah, (2) kualitas produk berpengaruh positif signifikan terhadap kepuasan nasabah, (3) kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah, dan (4) keamanan berpengaruh positif signifikan terhadap kepuasan nasabah. Implikasi pada penelitian ini yaitu diharapkan dapat memberikan manfaat bagi pihak yang berkaitan dan berkepentingan, menambah wawasam dan pengetahuan tentang dunia perbankan Kata Kunci: Kepuasan Nasabah; Kualitas Pelayanan; Kualitas Produk; Kepercayaan; Keamanan.
Uncontrolled Keywords:	Keywords:customer satisfaction, service quality, product quality, trust, security
Subjects:	H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Faculty of Law, Arts and Social Sciences > School of Law
Depositing User:	Wisudawan S1
Date Deposited:	06 Sep 2024 04:40
Last Modified:	06 Sep 2024 04:40
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/2162

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