Hasunah, Siti (2019) PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH BANK DKI CABANG WALIKOTA JAKARTA UTARA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui besarnya pengaruh kualitas, kepercayaan dan kualitas produk terhadap kepuasan nasabah Bank DKI Cabang Walikota Jakarta Utara yang berlokasi di Jalan Yos Sudarso No. 27-29, Tanjung Priok, Jakarta Utara. Strategi yang digunakan dalam penelitian ini adalah strategi asosiatif. Metode yang digunakan dalam penelitian ini adalah metoda kuantitatif dengan menggunakan survei. Populasi yang digunakan adalah seluruh nasabah Bank DKI Cabang Walikota Jakarta Utara. Jumlah sampel dalam penelitian ini adalah sebanyak 97 nasabah. Metoda analisis data yang digunakan adalah koefisien determinasi parsial dan simulta serta Uji hipotesis. Berdasarkan hasil perhitungan menunjukkan bahwa secara parsial besar pengaruh kualitas pelayanan (X1) terhadap kepuasan nasabah diperoleh sebesar 1,17%. Secara parsial besarnya pengaruh kepercayaan (X2) terhadap kepuasan nasabah diperoleh sebesar 4,49%. Secara parsial besar pengaruh kualitas produk (X3) terhadap kepuasan nasabah sebesar 2.04%. Sedangkan hasil koefisien determinasi secara simultan diperoleh sebesar 8,16% artinya pengaruh kualitas pelayanan, kepercayaan, dan kualitas produk secara simultan berpengaruh signifikan terhadap kepuasan nasabah. Sedangkan sisanya dipengaruhi oleh faktor lain yang tidak ada dalam penelitian ini sebesar 91,4 %. Kata kunci : Kualitas Pelayanan, Kepercayaan, Kualitas Produk, Kepuasan Nasabah ABSTRACT This study aims to determine the effect of quality, trust and product quality on customer satisfaction of Bank DKI North Jakarta Mayor Branch, located at Jalan Yos Sudarso No. 27-29, Tanjung Priok, North Jakarta. The strategy used in this study is an associative strategy. The method used in this study is a quantitative method using surveys. The population used is all customers of Bank DKI North Jakarta Mayor Branch. The number of samples in this study were 97 customers. The data analysis method used is the coefficient of partial determination and simulta and hypothesis testing. Based on the calculation results show that partially the influence of service quality (X1) on customer satisfaction is obtained at 1.17%. partially the effect of trust (X2) on customer satisfaction is 4.49%. partially the influence of product quality (X3) on customer satisfaction is 2.04%. while the results of the coefficient of determination simultaneously obtained at 8.16% means that the influence of service quality, trust, and product quality simultaneously have a significant effect on customer satisfaction. While the rest is influenced by other factors that are not present in this study amounting to 91.4%. Keywords: Service Quality, Trust, Product Quality, Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 02 Dec 2021 02:53 | ||||||||
| Last Modified: | 02 Dec 2021 02:53 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6049 |
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