HERMAWAN, RUDI (2017) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENABUNG TABUNGAN FAEDAH DI PT. BANK BRI SYARIAH CABANG GUBENG SURABAYA. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENABUNG TABUNGAN FAEDAH DI PT. BANK BRI SYARIAH CABANG GUBENG SURABAYA. 01-14.
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Abstract
Customer satisfaction is a top priority in this study because of the level of increasingly intense competition among banks in Indonesia. The main thing for the company to survive, compete and dominate the market, the quality of service should be improved and enhanced. Companies must pay attention to the things that are important to the customer, so that the customer is satisfied and does not switch to a competitor. Therefore this study raises the issue of quality of service PT. BRISyariah Bank Branch Gubeng Surabaya, with the aim to determine the effect of service quality which consists of physical evidence, reliability, responsiveness, assurance, and empathy toward customer satisfaction save savings Faedah PT. Bank BRISyariah Cabang Gubeng Surabaya. Sampling technique used was purposive sampling. The analysis technique used is Regression Analysis to determine the influence of the variables studied either simultaneously or partially, as well as to determine which variables are the most powerful influence on customer satisfaction. In Regression Analysis Assumptions used test Classical Multicollinearity, autocorrelation, Heteroskidastity, and normality. From the analysis it can be seen five service quality variables have an influence on customer satisfaction either simultaneously or partially. The results of the analysis is also known that the most dominant variable affecting customer satisfaction guarantee is assurance variable (X4). Keywords: Service Quality, Customer Satisfaction, Multiple Regression Analysis.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Multiple Regression Analysis. |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email Lib.stiemahardhika@gmail.com |
| Date Deposited: | 29 Oct 2019 05:45 |
| Last Modified: | 29 Oct 2019 05:45 |
| URI: | http://repository.mahardhika-library.id/id/eprint/1093 |
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