HUBUNGAN ANTARA KUALITAS PELAYANAN DAN KEPERCAYAAN DENGAN KEPUASAN NASABAH BRI UNIT MANGUNJAYA PADA WARGA RW 011 PERUMAHAN MANGUNJAYA INDAH 1 KECAMATAN TAMBUN SELATAN DI BEKASI

Castin, Dena Maulia (2017) HUBUNGAN ANTARA KUALITAS PELAYANAN DAN KEPERCAYAAN DENGAN KEPUASAN NASABAH BRI UNIT MANGUNJAYA PADA WARGA RW 011 PERUMAHAN MANGUNJAYA INDAH 1 KECAMATAN TAMBUN SELATAN DI BEKASI. S1 thesis, Universitas Negeri Jakarta.

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Abstract

DENA MAULIA CASTIN. The Correlation Between Service Quality And Trust With Customer Satifaction BRI Unit Mangunjaya On Citizen Association 011 Perumahan Mangunjaya Indah 1, Tambun Selatan Sub-District In Bekasi. Study Program of Commerce Education, Faculty of Economics. State University of Jakarta. This research was conducted in RW 011 Perumahan Mangunjaya Indah 1, Tambun Selatan Sub-District in Bekasi, for four months, starting from March 2017 to June 2017. The purpose of this study is to determine correlation between service quality with customer satisfaction and correlation between trust with customer satisfaction Bank Rakyat Indonesia (BRI) Unit Mangunjaya On CitizenAssociation 011 Perumahan Mangunjaya Indah 1, Tambun Selatan SubDistrict In Bekasi. The research method used is survey method with the correlational approach, population used are all Citizen Association 011 Perumahan Mangunjaya Indah 1, Tambun Selatan Sub-District in Bekasi who become customers at Bank Rakyat Indonesia (BRI) Unit Mangunjaya. Inaccessibility is citizens population RT 006 to RT 009, Citizen Association 011 Perumahan Mangunjaya Indah 1, Tambun Selatan Sub-District in Bekasi as many as 95 people. The sampling technique used technique of simple random sampling as many as 75 people. The resulting regression equation is Ŷ = 42,85 + 0,59X1 and Ŷ = 41,55 + 0,63X2. Test requirements analysis that estimates the error normality test regression of Y on X with test Lilliefors produce Lcount = 0,0993 for Y on X1 and Lcount = 0,686 for Y on X2, while Ltable for n =75at 0,05 significant level is 0,1023. Because Lcount < Ltable the estimated error of Y over X normally distribution. Testing Linearity of regression produces Fcount < Ftable is 1,60 < 1,71 for X1 and 1,07 < 1,74 for X2, so it is concluded that the linear equation regression. Hypothesis testing from the significance regression produces Fcount > Ftable which 70,10 > 3,98 for X1 and 66,17 > 3,98, meaning that the regression equation is significant. Correlation coefficient of Pearson Product Moment generating rxy = 0,700 for X1 and rxy = 0,690 for X2, than perfomed the test significance correlation coefficient using t test and the resulting tcount > ttable, tcount = 8,373 for X1 and tcount = 8,134 for X2 and ttable = 1,66. It can conclude that the correlation coefficient rxy = 0,700 for X1 and rxy = 0,690 for X2 is positive and significant. The coefficient of determination, which show that the variant of customer satisfaction is determined by service quality amount to 48,99% and the variant of customer satisfaction is determined by trust amount to 47,55%.

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