Puspitasari, Serli (2026) Membongkar Rahasia Kepuasan: Formula Wajib Kualitas Layanan, Kualitas Produk dan Kepercayaan Terhadap Kepuasan Nasabah (Studi Pada Nasabah Bank BRI di Kabupaten Blora). Skripsi thesis, Universitas BPD.
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2026-Serli Puspitasari BAB 1-3 -12221754-Skripsi.pdf Download (536kB) |
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Abstract
This study analyzes customer dissatisfaction with Bank BRI in Blora Regency, which is triggered by waiting time constraints and empathy aspects of service. Using Expectancy-Disconfirmation theory and Commitment-Trust of Relationship Marketing theory , this quantitative study aims to examine the influence of service quality, product quality, and trust on customer satisfaction. Primary data was obtained from 100 respondents through questionnaires and processed using multiple SPSS version 27. The results show that product quality and trust have a positive and significant effect on customer satisfaction. Conversely, service quality does not have a significant effect because it is considered a minimum standard that should be met by the bank.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Penelitian ini menganalisis ketidakpuasan nasabah Bank BRI di Kabupaten Blora yang dipicu oleh kendala waktu tunggu dan aspek empati pelayanan. Menggunakan Teori Expectancy-Disconfirmation dan Teori Commitment-Trust of Relationship Marketing, studi kuantitatif ini bertujuan menguji pengaruh kualitas layanan, kualitas produk, serta kepercayaan terhadap kepuasan nasabah. Data primer diperoleh dari 100 responden melalui kuesioner dan diolah menggunakan analisis SPSS versi 27. Hasil penelitian menunjukkan bahwa kualitas produk dan kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan nasabah. Sebaliknya, kualitas layanan tidak berpengaruh signifikan karena dianggap sebagai standar minimal yang sudah seharusnya dipenuhi oleh pihak bank |
| Uncontrolled Keywords: | Keyword: Service Quality, Product Quality, Trust, Customer Satisfaction |
| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HG Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 19 Mar 2026 01:24 |
| Last Modified: | 19 Mar 2026 01:24 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/3128 |
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