Analisis Kepuasan Nasabah Terhadap Pelayanan Berdasar Service Quality Menggunakan Structural Equation Modeling (SEM) Studi Kasus: Bank Jateng Syariah KCPS UMS)

Zaelany, Yoga and -, Indah Pratiwi, S.T., M.T., Ph.D. (2018) Analisis Kepuasan Nasabah Terhadap Pelayanan Berdasar Service Quality Menggunakan Structural Equation Modeling (SEM) Studi Kasus: Bank Jateng Syariah KCPS UMS). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this research is to find out customer satisfaction index on service quality, to know the influence of each dimension of service quality to customer satisfaction, to know the influence of fulfillment of expectation or customer expectation to customer satisfaction, and give suggestion of improvement in the form of suggestion to improve service quality of Bank Jateng Syariah KCPS UMS. The method of this research is Service Quality (ServQual) with Structural Equation Modeling (SEM) approach that is a technique or statistical method which test the relationship between construct of dependent variable to independent variable construct. The series of each construct is derived from the indicator on the dependent and independent variables. Customer satisfaction in the service of Bank Central Java syariah KCPS UMS that is equal to 56.4% satisfied customers, 5% very satisfied and consider quite satisfied with the percentage of 35%, and 3.6% of customers are not satisfied. Dimensions that have a significant influence on customer satisfaction Bank Jateng Syariah KCPS UMS that is reliability, responsiveness, and Assurance.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Customer Statisfaction, Service Quality, Structural Equation Modeling
Subjects:	H Social Sciences > HA Statistics
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	YOGA ZAELANY
Date Deposited:	02 Jul 2018 07:57
Last Modified:	02 Jul 2018 07:57
URI:	http://eprints.ums.ac.id/id/eprint/57435

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