“PENGARUH SISTEM ANTRIAN TELLER, KUALITAS PELAYANAN, ATMOSFER KANTOR, KECEPATAN LAYANAN, DAN FASILITAS DIGITAL TERHADAP KEPUASAN NASABAH BCA KCP ROGOJAMPI”

FENI, IRAWATI ARIFIN (2025) “PENGARUH SISTEM ANTRIAN TELLER, KUALITAS PELAYANAN, ATMOSFER KANTOR, KECEPATAN LAYANAN, DAN FASILITAS DIGITAL TERHADAP KEPUASAN NASABAH BCA KCP ROGOJAMPI”. Skripsi thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT The object of this study is BCA customers focusing on BCA KCP Rogojampi customers. This object was chosen as the basis for the variables in this title, which include the teller queue system, service quality, office atmosphere, service speed, and digital facilities, where the study uses variables that tend to influence customer satisfaction at BCA KCP Rogojampi. This study uses a quantitative method, the data analysis method used is Data Instrument Test, Classical Assumption Test, Multiple Regression Analysis, Determination Coefficient (R2), and Hypothesis Test (t Test and F Test). The population used is active customers and often transacts at the BCA KCP Rogojampi branch office. The sampling method in this study uses non-probability sampling, namely the Purpose Sampling technique. The number of respondents in this study was 60 respondents, the researcher used SPSS software version 20 to assist in analyzing the data that had been obtained. Based on the results of the study, it can be concluded that partially the variables of the teller queue system, service speed, and digital facilities, on customer satisfaction while the variables of service quality and office atmosphere partially do not affect customer satisfaction. The variables of the teller queue system, service speed, and digital facilities simultaneously influence customer satisfaction. Keywords: Teller Queue System, Service Quality, Office Atmosphere, Service Speed, and Digital Facilities

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	MANAJEMEN-S1
Depositing User:	KARIM BUDIONO
Date Deposited:	17 Apr 2026 09:33
Last Modified:	17 Apr 2026 09:33
URI:	http://repo.itsm.ac.id/id/eprint/1754

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