Muhammad, Septio Efendi (2023) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MILENIAL MENABUNG DI PT. BANK RAKYAT INDONESIA (PERSERO) Tbk. CABANG BONDOWOSO. Diploma thesis, Institut Teknologi Dan Sains Mandala Jember.

Text T.A SIAP BANDEL FIX.pdf Download (2MB)

Abstract

ABSTRACT This research is entitled "The Influence of Service Quality on Millennial Saving Customer Satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Bondowoso Branch”. Aims to analyze and analyze the influence of service quality which consists of several indicators, namely Tangible, Emphaty, Reliability, Responsiveness, dan Assurance partially and simultaneously on customer satisfaction. This research is quantitative. The population listed is Bank Rakyat Indonesia customers. The sample used was 30 respondents with a sampling technique, namely purposive sampling. Data processing in this research uses data instrument test analysis, classical assumption test, multiple linear regression, coefficient of determination, and hypothesis testing with SPSS version 25. The results of the study show thatTangible andReliability has a partially positive and significant influence on customer satisfaction with test results of 3,292 > 2,048.Reliability test 2,960 > 2,048 with a significance level smaller than 0.05.Emphaty, Responsiveness andAssurance does not have a partially significant influence on customer satisfaction with test results -0.750 < 2.048. Responsiveness 1.473 < 2.048. Assurance -2, 075 < 2.048, with a significance level greater than 0.05. Customer satisfaction has a positive and significant influence simultaneously with the results 10,085 > 3,316. Keywords :Tangible, Emphaty, Reliability, Responsivenees, Assurance, Customer Satisfaction.

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	D3 PERBANKAN-D3
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 06:12
Last Modified:	10 Feb 2025 06:12
URI:	http://repo.itsm.ac.id/id/eprint/1213

Actions (login required)

View Item