Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Studi Empiris Pada Nasabah PT. BPR Sabar Artha Prima)

Ramadhan, Muhammad Gilang and , Drs. Wiyadi, M.M., Ph.D. (2018) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Studi Empiris Pada Nasabah PT. BPR Sabar Artha Prima). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the influence of service quality consisting of tangible, reliability, responsiveness, assurance and empathy towards customer satisfaction. The population in this study all customers of PT. BPR Sabar Artha Prima. Sampling technique using purposive sampling with a sample of 100 respondents. The data collection tool uses questionnaires. Data analysis using multiple linear regression. The result of analysis shows that partially variable of tangible, reliability, and responsiveness significant effect towards customer satisfaction. While the variables of assurance and empathy not significant effect on customer satisfaction. For further research need to add other dimensions that affect customer satisfaction such as access, comunications, and others.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, Service Quality Dimension, Customer Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	MUHAMMAD GILANG RAMADHAN
Date Deposited:	06 Feb 2018 08:41
Last Modified:	06 Feb 2018 08:41
URI:	http://eprints.ums.ac.id/id/eprint/59277

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