PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MENGAMBIL KREDIT PADA PT BANK PERKREDITAN ( BPR ) PURISEGER SENTOSA DI MOJOKERTO
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
IKHWAN, HARIMOKO
Subject
HF5415.32 Consumer Behavior
Datestamp
2012-03-12 01:11:01
Abstract :
Banking is a financial institution in Indonesia that has an important role for the survival of Indonesia's economy. In addition, banks need to create a product - an innovative product that can attract potential customers to join a client. Innovative products that this must also consider the positive qualities that can be sensed or acquired customers, because these qualities can provide the optimum in customer satisfaction. In addition, the bank can provide criticism and suggestion boxes are provided in place of the customer transaction, it is important to do by the parties to determine, the extent to which customers feel the service that consists of physical evidence dimension (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance) and attention (empathy) is given by the bank. The purpose of this research is to find and analyze the influence of the quality of services consisting of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance) and attention (empathy) simultaneously and partially on customer satisfaction in using services of rural banks (BPR) in Mojokerto Puriseger Sentosa. Variables used in this study is physical evidence, reliability, responsiveness, assurance, and attention (X) as the independent variable or independent variable. And consumer satisfaction (Y) as the dependent variable or dependent variable. population used is the customer who is doing a credit decision more than once in the Rural Bank (RB) Puriseger Sentosa - Mojokerto period January to June 2010. The research sample was taken using a technique Accidental Sampling, sample obtained by using the formula of 100 respondents Yamane. Analysis techniques using multiple linear regression techniques. The results of this study is the physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance), concern (empathy), a significant positive effect on customer satisfaction simultaneously and partially in the Rural Bank (RB) Puriseger Sentosa in Mojokerto
Banking is a financial institution in Indonesia that has an important role for the survival of Indonesia's economy. In addition, banks need to create a product - an innovative product that can attract potential customers to join a client. Innovative products that this must also consider the positive qualities that can be sensed or acquired customers, because these qualities can provide the optimum in customer satisfaction. In addition, the bank can provide criticism and suggestion boxes are provided in place of the customer transaction, it is important to do by the parties to determine, the extent to which customers feel the service that consists of physical evidence dimension (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance) and attention (empathy) is given by the bank. The purpose of this research is to find and analyze the influence of the quality of services consisting of physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance) and attention (empathy) simultaneously and partially on customer satisfaction in using services of rural banks (BPR) in Mojokerto Puriseger Sentosa. Variables used in this study is physical evidence, reliability, responsiveness, assurance, and attention (X) as the independent variable or independent variable. And consumer satisfaction (Y) as the dependent variable or dependent variable. population used is the customer who is doing a credit decision more than once in the Rural Bank (RB) Puriseger Sentosa - Mojokerto period January to June 2010. The research sample was taken using a technique Accidental Sampling, sample obtained by using the formula of 100 respondents Yamane. Analysis techniques using multiple linear regression techniques. The results of this study is the physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), insurance (assurance), concern (empathy), a significant positive effect on customer satisfaction simultaneously and partially in the Rural Bank (RB) Puriseger Sentosa in Mojokerto
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