As, Setiawan (2017) Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Funding Pada Bank Commonwealth Di Jawa Timur. Masters thesis, STIE Perbanas Surabaya.
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Abstract
The purpose of this research was to determine the effect of service quality on customer satisfaction funding at Commonwealth Bank in East Java. In measuring the quality of these services using 5 independent variables were incorporated into the research model to explain the level of customer satisfaction, ie, tangible, responsiveness, assurance, reliability and empathy. Data collection methods used convenience sampling method, customers who arrive at Commonwealth Bank branches are located in East Java. Questionnaires were distributed as many as 150, and overall have complete data so that it can be used to do further data analysis. The analytical methods used in this study were multiple linear regression with SPSS 21. The results of this study seem that tangible, responsiveness, assurance, have a significant effect on customer satisfaction, while reliability and empathy did not have a significant impact on customer satisfaction for customer funding commonwealth bank in east java. Management implication and suggestion to bank Management and advice for reader was also discussed at the end of this research. Keywords: tangible, responsiveness, assurance, reliability, empathy, customer satisfaction
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 08 Feb 2021 08:38 |
| Last Modified: | 08 Feb 2021 08:38 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/6104 |
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