Pardanawati, Sri Laksmi and , Drs. Wiyadi, M.M., Ph.D and , Dr. Anton Agus Setyawan, M.Si. (2014) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah PT.BPR Syariah Dana Mulia Surakarta. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This research aims; to analyze the influence of service quality consisting of Compliance dimension, Assurance, Reliability, Tangible, Emphaty, Responsiveness, towards Customers’ satisfaction. The research type that is used is survey research. It is a kind of research which takes samples from population by using questionaires as a means to collect primary data. Data analysis is done by multiple linear regression, the result of analysis shows the service quality CARTER model consisting of Compliance, Assurance, Reliabilty, Emphaty, Responsiveness with (F test ) and partially (t test) influences positively and significantly towards customers of PT. BPR Syariah Dana Mulia Surakarta. Dimension of service quality that is the most dominant towards customers’ satisfaction is Assurance.
| Item Type: | Karya ilmiah (Thesis) |
|---|---|
| Uncontrolled Keywords: | CARTER model, Compliance, Assurance, Reliability, Tangible, Emphaty, Responsiveness, Customers’ satisfaction. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Pasca Sarjana > Magister Manajemen |
| Depositing User: | Cahyana K. Widada |
| Date Deposited: | 03 Nov 2015 04:58 |
| Last Modified: | 20 Oct 2021 02:03 |
| URI: | http://eprints.ums.ac.id/id/eprint/38927 |
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