PENGARUH PEOPLE, PROCESS DAN PHYSICAL
EVIDENCE TERHADAP KEPUASAN NASABAH
(Studi kasus PT Bank Syariah Indonesia KCP Jakarta Koja 2)
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Institusion
Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta
Author
NURHANDAYANI, PUTRI
Subject
Manajemen SDM
Datestamp
2022-12-23 02:39:07
Abstract :
Penelitian ini bertujuan untuk mengetahui pengaruh People. Process dan Physical Evidence terhadap Kepuasan Nasabah di PT Bank Syariah Indonesia KCP Jakarta Koja 2. Penelitian ini menggunakan jenis penelitian deskriptif pendekatan kuantitatif, yang diukur dengan menggunakan metode berbasis regresi linier berganda dengan SPSS 25.00. Populasi dari penelitian ini adalah nasabah PT Bank Syariah Indonesia KCP Jakarta Koja 2. Sampel ditentukan berdasarkan metode purpose sampling, dengan jumlah sampel sebanyak 91 nasabah. Teknik pengumpulan data menggunakan metode survei dengan membagikan kuesioner. Hasil penelitian membuktikan bahwa variabel X1 (People) berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah), variabelX2 (Process) berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah) dan variabel X3 (Phsical Evidence)berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah) Bank Syariah Indonesia Kantor Cabang Pembantu Koja 2. Kata Kunci : People. Process, Physical Evidence, Kepuasan Nasabah. ABSTRACT This study aims to determine the influence of People. Process and Physical Evidence on Customer Satisfaction at PT Bank Syariah Indonesia KCP Jakarta Koja 2. This study uses a descriptive quantitative approach, which is measured using a multiple linear regression based method with SPSS 25.00. The population of this study were customers of PT Bank Syariah Indonesia KCP Jakarta Koja 2. The sample was determined based on the purpose sampling method, with a total sample of 91 customers. The data collection technique used a survey method by distributing questionnaires. The results of the study prove that the variable X1 (People) has a significant effect on the variable Y (Customer Satisfaction), the variable X2 (Process) has a significant effect on the variable Y (Customer Satisfaction) and the variable X3 (Phsical Evidence) has a significant effect on the variable Y (Customer Satisfaction) Bank Sharia Indonesia Sub-Branch Office Koja 2. Keywords: People. Process, Physical Evidence, Customer Satisfaction.
Penelitian ini bertujuan untuk mengetahui pengaruh People. Process dan Physical Evidence terhadap Kepuasan Nasabah di PT Bank Syariah Indonesia KCP Jakarta Koja 2. Penelitian ini menggunakan jenis penelitian deskriptif pendekatan kuantitatif, yang diukur dengan menggunakan metode berbasis regresi linier berganda dengan SPSS 25.00. Populasi dari penelitian ini adalah nasabah PT Bank Syariah Indonesia KCP Jakarta Koja 2. Sampel ditentukan berdasarkan metode purpose sampling, dengan jumlah sampel sebanyak 91 nasabah. Teknik pengumpulan data menggunakan metode survei dengan membagikan kuesioner. Hasil penelitian membuktikan bahwa variabel X1 (People) berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah), variabelX2 (Process) berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah) dan variabel X3 (Phsical Evidence)berpengaruh signifikan terhadap variabel Y (Kepuasan Nasabah) Bank Syariah Indonesia Kantor Cabang Pembantu Koja 2. Kata Kunci : People. Process, Physical Evidence, Kepuasan Nasabah. ABSTRACT This study aims to determine the influence of People. Process and Physical Evidence on Customer Satisfaction at PT Bank Syariah Indonesia KCP Jakarta Koja 2. This study uses a descriptive quantitative approach, which is measured using a multiple linear regression based method with SPSS 25.00. The population of this study were customers of PT Bank Syariah Indonesia KCP Jakarta Koja 2. The sample was determined based on the purpose sampling method, with a total sample of 91 customers. The data collection technique used a survey method by distributing questionnaires. The results of the study prove that the variable X1 (People) has a significant effect on the variable Y (Customer Satisfaction), the variable X2 (Process) has a significant effect on the variable Y (Customer Satisfaction) and the variable X3 (Phsical Evidence) has a significant effect on the variable Y (Customer Satisfaction) Bank Sharia Indonesia Sub-Branch Office Koja 2. Keywords: People. Process, Physical Evidence, Customer Satisfaction.
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