Pengaruh Kualitas Pelayanan Terhadap Kepuasan Peserta Pelatihan Bank Mandiri Di Lembaga Pengembangan Perbankan Indonesia (LPPI) Jakarta
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Institusion
STIE Indonesia Banking School
Author
Soepriadi, Soepriadi
Subject
HD28 Management. Industrial Management
Datestamp
2024-07-19 07:30:17
Abstract :
This study aims to determine whether the dimensions of service quality that is tangible, reliability, responseveness, assurance, and empathy influence on trainee satisfaction Bank in Indonesian Banking Development Institute (LPPI) Jakarta and analyze the most dominant factor in influencing bank trainee satisfaction The Indonesian Banking Development Institute (LPPI) Jakarta. The population in this study is the bank trainees who are conducting training in Indonesian Banking Development Institute (LPPI) Jakarta. In this penelitihan data were collected by questionnaire to 100 respondents, which aims to determine the respondents to each variable. The analysis includes the validity test, reliability test, the classical assumption test (multikolonieritas, normality, heteroscedasticity), multiple linear regression analysis, t test, and the coefficient of determination. From the results of regression analysis can be seen that the variable Tangible, Reliability, Resposeveness, Assurance, and Empathy positive influence on trainee satisfaction Bank in Indonesian Banking Development Institute (LPPI) Jakarta. Of the five variables, there are two variables: Tangible and Empathy variables that have a significant influence on trainee satisfaction. The magnitude of the effect of variable Tangible, Reliability, Responseveness, Assurance, and Empathy towards satisfaction of training participants by 59.7%, while 40.3% is influenced by other variables. Keywords: service quality, tangible, reliability, responseveness, assurance, empathy, customer satisfaction, LPPI
This study aims to determine whether the dimensions of service quality that is tangible, reliability, responseveness, assurance, and empathy influence on trainee satisfaction Bank in Indonesian Banking Development Institute (LPPI) Jakarta and analyze the most dominant factor in influencing bank trainee satisfaction The Indonesian Banking Development Institute (LPPI) Jakarta. The population in this study is the bank trainees who are conducting training in Indonesian Banking Development Institute (LPPI) Jakarta. In this penelitihan data were collected by questionnaire to 100 respondents, which aims to determine the respondents to each variable. The analysis includes the validity test, reliability test, the classical assumption test (multikolonieritas, normality, heteroscedasticity), multiple linear regression analysis, t test, and the coefficient of determination. From the results of regression analysis can be seen that the variable Tangible, Reliability, Resposeveness, Assurance, and Empathy positive influence on trainee satisfaction Bank in Indonesian Banking Development Institute (LPPI) Jakarta. Of the five variables, there are two variables: Tangible and Empathy variables that have a significant influence on trainee satisfaction. The magnitude of the effect of variable Tangible, Reliability, Responseveness, Assurance, and Empathy towards satisfaction of training participants by 59.7%, while 40.3% is influenced by other variables. Keywords: service quality, tangible, reliability, responseveness, assurance, empathy, customer satisfaction, LPPI
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