OSREL stie-mce
Online Search and Retrieval Library
Undergraduate Thesis
ANALISIS PENGARUH KUALITAS LAYANAN KARYAWAN TERHADAP KEPUASAN NASABAH BANK MANDIRI STUDI PADA BANK MANDIRI CABANG BLIMBING MALANG
Thesis Detail | |
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Author | NIKOLAUS IRAY |
Student's ID (NPK) | K.2015.1.33507 (MANAJEMEN) |
Subject | MANAJEMEN PEMASARAN |
Keyword | ANALISIS PENGARUH KUALITAS LAYANAN KARYAWAN TERHADAP KEPUASAN NASABAH BANK BANK MANDIRI.STUDI PADA NASABAH BANK MANDIRI CAB.BLIMBING MALANG. |
Page(s) | 137 |
Submit Date | 04-03-2020 |
Lecture(s) |
Drs.HARIYANTO, M.Si. |
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Abstract
ABSTRACT This study aims to determine the effect of Tangible, Reliability, Responsiveness, Assurance and Empathy as an independent variable on customer satisfaction at Bank Mandiri as the dependent variable. This type of research is explanatory research. The population and sample in this study are all customers who conduct transactions at Bank Mandiri. the number of samples in this study were 100 respondents. The data analysis method in this study uses multiple linear regression analysis, which is to test the hypothesis consisting of tangible variables (X1), reliability (X2), responsiveness (X3), Assurance (X4), Empathy (X5), and customer satisfaction (Y) together or individually to customer satisfaction. The results of this study indicate that Tangible (X1) has a positive and significant effect on customer satisfaction, Reliability (X2) has no significant effect on customer satisfaction, Responsiveness (X3) has a positive and significant effect on customer satisfaction, Assurance (X4) has a positive and significant effect on satisfaction consumers, Empathy (X5) has a positive and significant effect on customer satisfaction, and Tangible, Reliability, Responsiveness, Assurance and Empathy variables simultaneously have a significant effect on Customer Satisfaction.34.204.196.206