Search for collections on Perbanas Institutional Repository

Pengaruh Kualitas Layanan dan Penanganan Keluhan Terhadap Kepuasan Nasabah Kredit PT Bpr Danamitra Surya di Surabaya

Diana, Lady (2017) Pengaruh Kualitas Layanan dan Penanganan Keluhan Terhadap Kepuasan Nasabah Kredit PT Bpr Danamitra Surya di Surabaya. Masters thesis, STIE Perbanas Surabaya.

[img]
Preview
Text
LADY DIANA,SE_11090_ARTIKEL ILMIAH.pdf

Download (737kB) | Preview
[img]
Preview
Text
LADY DIANA,SE_11090_COVER.pdf

Download (925kB) | Preview
[img]
Preview
Text
LADY DIANA,SE_11090_BAB I.pdf

Download (235kB) | Preview
[img]
Preview
Text
LADY DIANA,SE_11090_BAB II.pdf

Download (480kB) | Preview
[img] Text
LADY DIANA,SE_11090_BAB III.pdf
Restricted to Registered users only

Download (364kB)
[img] Text
LADY DIANA,SE_11090_BAB IV.pdf
Restricted to Registered users only

Download (388kB)
[img]
Preview
Text
LADY DIANA,SE_11090_BAB V.pdf

Download (339kB) | Preview
[img] Text
LADY DIANA,SE_11090_LAMPIRAN.pdf
Restricted to Registered users only

Download (3MB)

Abstract

This research objective was to determine and analyze affect of quality of services to customer’s satisfaction, to determine and analyze affect of handling complains to customer’s satisfaction, and to determine and analyze affect of quality services and handling complains simultaneously to customer’s satisfaction at PT BPR Danamitra Surya in Surabaya. This research was used 106 respondents as sample. Sample was taken by using purposive sampling method. The method of analysis was used multiple linear regression test. The results of F-test showed that handling complains and quality of services variables simultaneously affect insignificant to customer’s satisfaction and model isn’t fit. The results of t-test showed that quality of services and handling complains affect insignificant to customer’s satisfaction. Keywords : quality of services, handling complains, customer’s satisfaction

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.15 - FINANCIAL MANAGEMENT
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 08 Feb 2021 07:41
Last Modified: 08 Feb 2021 07:41
URI: http://eprints.perbanas.ac.id/id/eprint/4340

Actions (login required)

View Item View Item