Ambarwati, Yulian Belinda (2014) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di PT. Bank Central Asia (BCA) Tbk Cabang Undaan Surabaya. AKRUAL - Jurnal Akuntansi, 6 (1). pp. 83-103. ISSN 2085-9643
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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di PT Bank Central Asia (BCA) Tbk Cabang Undaan Surabaya - peer review.pdf Download (1MB) | Preview |
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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di PT Bank Central Asia (BCA) Tbk Cabang Undaan Surabaya - turnitin.pdf Download (6MB) | Preview |
Abstract
This study aims to determine the effect of Quality of Service Characteristics on Customer Satisfaction in the PT. Bank Central Asia (BCA) Branch Surabaya Undaan. The sampling in this study using stratified sampling (Stratified Random Sampling). Analysis techniques that are used are double linear regression. The calculation result shows that the quality of services simultaneous effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya Undaaan. The quality of services that include variables Responsiveness, Tangibles, Empathy, Assurance, and Reliability in a partial effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya undaaan. Keywords Responsiveness; Tangibles; Empathy; Assurance; Reliability and customer satisfaction
| Item Type: | Article |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Lecturer |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 27 Feb 2019 03:58 |
| Last Modified: | 17 Feb 2020 02:03 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/3865 |
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