PENINGKATAN KEPUASAN NASABAH BERBASIS KUALITAS LAYANAN PADA BANK SYARIAH MANDIRI KC JEMBER

Yayan, Ayu Lestari (2020) PENINGKATAN KEPUASAN NASABAH BERBASIS KUALITAS LAYANAN PADA BANK SYARIAH MANDIRI KC JEMBER. Undergraduate thesis, Universitas Muhammadiyah Jember.

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Abstract

ABSTRAK Perumusan masalah dalam penelitian ini adalah bagaimana pengaruh bukti fisik, keandalan, daya tanggap, jaminan, dan empati terhadap kepuasan nasabah Bank Syari’ah Mandiri Jember. Tujuan penelitian adalah untuk mengetahui dan menganalisis pengaruh bukti fisik, keandalan, daya tanggap, jaminan, dan empati terhadap kepuasan nasabah Bank Syari’ah Mandiri Jember secara parsial. Teori yang dipakai pada penelitian ini adalah teori manajemen pemasaran, teori kualitas pelayanan, dan teori kepuasan nasabah. Penelitian dilakukan pada pelanggan Salon Pricilia. Jenis penelitian deskriptif kuantitatif dengan menggunakan metode purposive sampling dengan sampel 100 orang responden. Adapun sifat dari penelitian adalah penjelasan (explanatory). Alat uji yang digunakan adalah regresi linier berganda, dengan perangkat lunak SPSS versi 20.00. Hasil Uji t menunjukkan bahwa bukti fisik (0,000), keandalan (0,002), daya tanggap (0,000), jaminan (0,000), dan empati (0,006) berpengaruh signifikan terhadap kepuasan nasabah secara parsial. Uji regresi menunjukkan bahwa bukti fisik (0,164), keandalan (0,189), daya tanggap (0,193), jaminan (0,253), dan empati (0,163) berpengaruh positif terhadap kepuasan nasabah dan uji koefisien determinasi sebesar 93,5% kepuasan nasabah dipengaruhi oleh bukti fisik, keandalan, daya tanggap, jaminan, dan empati sedangkan 6,5% sisanya dipengaruhi variable lain di luar penelitian. Kata Kunci: bukti fisik, keandalan, daya tanggap, jaminan, empati, dan kepuasan nasabah ABSTRACT The formulation of the problem in this study is how the effect of physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at Bank Syari'ah Mandiri Jember. The research objective was to determine and analyze the effect of physical evidence, reliability, responsiveness, assurance, and empathy on partial customer satisfaction at Bank Syari'ah Mandiri Jember. The theories used in this research are marketing management theory, service quality theory, and customer satisfaction theory. The research was conducted on Salon Pricilia customers. This type of descriptive quantitative research using purposive sampling method with a sample of 100 respondents. The nature of the research is explanatory. The test tool used is multiple linear regression, with SPSS software version 20.00. The t test results show that physical evidence (0.000), reliability (0.002), responsiveness (0.000), assurance (0.000), and empathy (0.006) have a significant effect on partial customer satisfaction. The regression test shows that physical evidence (0.164), reliability (0.189), responsiveness (0.193), assurance (0.253), and empathy (0.163) have a positive effect on customer satisfaction and the coefficient of determination is 93.5%. Customer satisfaction is influenced by evidence. physical, reliability, responsiveness, assurance, and empathy while the remaining 6.5% is influenced by other variables outside the research. Keywords: physical evidence, reliability, responsiveness, assurance, empathy, and customer satisfaction

Item Type:

Thesis (Undergraduate)

Uncontrolled Keywords:

physical evidence, reliability, responsiveness, assurance, empathy, and customer satisfaction

Subjects:

300 Social Science > 330 Economics > 333 Economic of Land and Energy

Divisions:

Faculty of Economics > Department of Management (S1)

Department:

S1 Manajemen

Depositing User:

Lestari Yayan Ayu