PENGARUH KUALITAS PELAYANANTERHADAP KEPUASAN NASABAH KREDIT PERORANGAN DAN KELOMPOK: STUDI KASUS PADA PD BPR BANK PASAR KABUPATEN KARANGANYAR

Abstract

This researches aim to analysis the influence of variable reliability, responsiveness, assurance, empathy, and tangible to individual credit customer satisfaction and group at PD BPR Bank Pasar Kabupaten Karanganyar. Result from individual credit analysis, assess the t-test of variable of reliability and tangible equal to 3,110 and 4,365 significant at a = 1%. Value t-test of variable responsiveness equal 2,398; empathy equal 2,077 and assurance equal 2,748 is significant at a = 5%, hence refused null hypothesis and alternative hypothesis accepted. Meaning variable reliability, responsiveness, empathy, assurance, and tangible individually is each variable influence the variable of satisfaction of customer individual ness credit. Result from analysis of group credit; assess the t-test variable of empathy and tangible equal 5,322 and 3,612 significant at a ' 1%. Value of t-test variable reliability equal 1,882; responsiveness equal 1,991 and assurance equal 1,710 is significant at a = 5%, hence refused null hypothesis and alternative hypothesis accepted. Meaning variable reliability, responsiveness, empathy, assurance, and tangible individually is each variable influence the variable satisfaction of customer of group credit. Seen from value F-test for the client of individual credit assess the F-test equal 47,801 is significant at a = 1 % hence refused null hypothesis and alternative hypothesis accepted. Meaning variable reliability, responsiveness, empathy, assurance, and tangible by together influence the variable of satisfaction of client of individual ness credit by significant, and assess the F-test for the customer of group credit equal 55,633 is significant at a = 1%, hence refused null hypothesis and alternative hypothesis accepted. Meaning variable reliability, responsiveness, empathy, assurance, and tangible by together influence the variable of satisfaction of client of group credit by significant. Test the accuracy model by using coefficient determinacy (R2) show the value of coefficient determinacy (R2) for the credit of individual ness equal 0,898 meaning equal 89,8 % variable reliability, responsiveness, empathy, assurance, and tangible can influence the variable of customer satisfaction by significant, while equal to 11,2% influenced by other variable is not packed into a model, and assess the coefficient determinacy (R2) of group credit equal 0,820 meaning equal 82,0 % variable reliability, responsiveness, empathy, assurance, and tangible can influence the variable of customer satisfaction by significant, while equal to 18,0% influenced by other variable is not packed into a model. Assess the (coefficient regression) biggest in individual ness credit responsiveness (0,382), newly secondly variable tangible (0,367), third position variable reliability (0,315), variable assurance (0,248), and last is variable empathy (0,120). Its meaning influence individually strongest variable responsiveness, caught up secondly variable tangible, third position variable reliability, fourth of variable assurance, and last is variable empathy. In this case individual ness customer feel the energy listen carefully from employees of employees of PD BPR Bank Pasar Kabupaten Karanganyar have the influence most dominant in serving credit. Assess the (coefficient regression) biggest in group credit is empathy (0,367), newly secondly variable tangible (0,295), third position of variable responsiveness (0,155), variable reliability (0,133), and last variable assurance (0,120). Its meaning is influence individually strongest variable empathy; caught up secondly variable tangible, third position variable responsiveness, fourth variable reliability, and last variable assurance. In this case group client feel all attention from employees of PD BPR Bank Pasar Kabupaten Karanganyar has the influence most dominant in serving credit.