PENGARUH KUALITAS INTERAKSI, KUALITAS LINGKUNGAN FISIK, KUALITAS HASIL TERHADAP KUALITAS LAYANAN DI PT. BANK JATIM CABANG BONDOWOSO KANTOR KAS RSUD dr. H. KOESNADI

SUBHANTO, MIROJ (2016) PENGARUH KUALITAS INTERAKSI, KUALITAS LINGKUNGAN FISIK, KUALITAS HASIL TERHADAP KUALITAS LAYANAN DI PT. BANK JATIM CABANG BONDOWOSO KANTOR KAS RSUD dr. H. KOESNADI. Masters thesis, STIE PERBANAS SURABAYA.

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Abstract

Banking world is currently experiencing rapid growth , so that this situation raises banking business competitive and rigorous. This reality can not be denied again so that each bank is required to use a variety of ways to attract people. Based on that idea, the study aims to assess the effect of interaction quality, physical environment quality, and the quality of the results simultaneously and partially on the quality of service. In this study the object under study is the cash office of Bank Jatim Branch Hospital Bondowoso. This study used a sample of cust omers' cash office of Bank Jatim Branch Hospital Bondowoso existing customers to differentiate based on age and gender. The analysis technique used in this study is the F test and t test. F test and t test is used to determine whether a regression equation that is generated both to estimate the value of the dependent variable. The results showed that: The variable quality of the interaction was not significant effect on the quality of service, variable physical qualities significant effect on the quality of service, variable quality of the results of a significant effect on the quality of service, are the effect of interaction quality, the quality of the physical environment, and the quality of the results simultaneously to the quality of service. Keywords : Interaction Quality, Quality Physical Environment, Quality of Results, Quality of Service

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 381 - MARKETS
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 27 Feb 2017 06:52
Last Modified: 07 Sep 2017 07:08
URI: http://eprints.perbanas.ac.id/id/eprint/502

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