Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Koperasi Simpan Pinjam Sido Makmur Sedoyo Wuluhan Jember

YULIANI, IDA (2016) Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Koperasi Simpan Pinjam Sido Makmur Sedoyo Wuluhan Jember. Undergraduate thesis, UNIVERSITAS MUHAMMADIYAH JEMBER.

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Abstract

This study entitled: "Analysis of Effect of Service Quality Customer Satisfaction At Credit Unions Sido Makmur Sedoyo Wuluhan Jember". The population in this study are customers of Credit Unions Sido Makmur Sedoyo Wuluhan Jember. The samples in this study using purposive sampling that the sample selection based on certain characteristics that are considered to have nothing to do with the characteristics of the population previously known and the sample size in this study was set at 100 respondents. The analytical tool used is multiple linear regression analysis. After analyzing the data, can be drawn some conclusions, namely: After analyzing the data, it can be concluded that: Based on the t test and sig, all the variable quality of service consisting of reliability (reability), responsiveness (responsiviness), assurance (assurance ), empathy (empathy), physical evidence (tangibles) partial effect on customer satisfaction. This is evidenced by each of the variables that sig <0.05 and tcount> ttabel. Reliability (reability) t (4.716> 1.660) and sig (0.000 <0.05); responsiveness (responsiviness) t (7.026> 1.660) and sig (0.000 <0.05); guarantee (assurance) t (2.667> 1.660) and sig (0.009 <0.05); empathy (empathy) t (2.167> 1.660) and sig (0.033 <0.05); Physical evidence (tangibles) t (2.174> 1.660) and sig (0.032 <0.05), so the hypothesis that the quality of service in the form of reliability (reability), responsiveness (responsiviness), assurance (assurance), empathy (empathy ), physical evidence (tangibles) partial effect on customer satisfaction in Sido Makmur Credit Unions Sedoyo Wuluhan, accepted or proven true.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Physical (tangible), reliability (reliability), responsiveness (responsivenes), assurance (assurance), empathy (empathy), and satisfaction.
Subjects: 300 Social Science > 330 Economics > 334 Cooperative
600 Technology and Applied Science > 650 Business > 658 General Management
Divisions: Faculty of Economics > Department of Management (S1 - Undergraduate Thesis)
Depositing User: Rudi Setiawan
Date Deposited: 15 Jan 2019 03:02
Last Modified: 14 Oct 2019 03:35
URI: http://repository.unmuhjember.ac.id/id/eprint/1220

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