PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PENSIUNAN PADA BANK TABUNGAN PENSIUNAN NASIONAL DI SURABAYA

DENY, DENY (2014) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PENSIUNAN PADA BANK TABUNGAN PENSIUNAN NASIONAL DI SURABAYA. Masters thesis, STIE Perbanas Surabaya.

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Abstract

The purpose of this research was to determine effects of service quality toward costumer satisfaction on Bank Tabungan Pensiunan Nasional in Surabaya. There are five independent variables compiled into a research model to explain customer satisfaction level, i.e tangible, responsiveness, assurance, reliability, and empathy. The process of data collection used convenience sampling method on every costumer who visited to Bank Tabungan Pensiunan Nasional in Surabaya. From 250 questionnaires distributed to consumer overall had completed answer so it questionnaires could be analyzed. The method analysis used in this research is multiple regression linear using the program SPSS 11.00. The result showed that tangible, assurance, and empathy had significant relationship toward customer satisfaction, on the other hand responsiveness and reliability had no significant relatonship toward customer satisfaction. The management implication and suggestions for Bank BTPN as service provider were also discussed at the end of this research. Keyword : tangible, responsiveness, assurance, reliability, empathy, customer satisfaction

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 25 Jul 2016 05:00
Last Modified: 25 Jul 2016 05:00
URI: http://eprints.perbanas.ac.id/id/eprint/221

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