HUBUNGAN ANTARA PELAYANAN PRIMA DENGAN KEPUASAN NASABAH PT BANK RAKYAT INDONESIA (PERSERO) Tbk. CABANG TANJUNG PRIOK DI JAKARTA UTARA

PRATIWI, RHAMDANI (2013) HUBUNGAN ANTARA PELAYANAN PRIMA DENGAN KEPUASAN NASABAH PT BANK RAKYAT INDONESIA (PERSERO) Tbk. CABANG TANJUNG PRIOK DI JAKARTA UTARA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT RHAMDANI PRATIWI. Correlation Between Service Excellence With Relation Satisfaction PT. Bank Rakyat Indonesia (PERSERO) Tbk. Cabang Tanjung Priok at North Jakarta. Skripsi, Jakarta : Concentration of Economic Cooperative Education Study Program of Economics Education, Department Economics Administration, faculty of Economic, State University of Jakarta. 2013. The purpose of this research is to get valid and reliable data or fact, to know more the correlation between service excellence with relation satisfaction BRI Kanca Tg. Priok at North Jakarta. The research healed at BRI kanca Tg. Priok for eight month since Mei until December 2012. The method of research is survey method with correlation approach, and the data is got from instrument to relation of BRI Kanca Tg. Priok. The population is all of member in BRI Kanca Tg. Priok with 21.732 relation. The population research was all of relation sampling need service for costumer service with total relation 400 people, with 80 relation for sampling and used simple random sampling. Collecting X Variable data (service excellence) and Y Variable (relation satisfaction), using likert scale model questionaire, before that it has construct validity test by validation process, that is correlation coefficient valuing score with the total score and reliability test using Alpha Cronbach formula. Reliability X Variable (service excellence) is 0,840 and Y Variable (relation satisfaction)is 0,887. The analysis test by finding regression equation, that is Y = 14,60 + 0,676X. After that data normally test by using Liliefors formula and the result is Lcount = 0,051 in significant level 0,05 and L table = 0,099 so Lcount < Ltable . It mean the mistake of prediction regression Y to X has normal distribution. For regression significance test and the result is Fcount (26,37) > Ftabel (3,98). Showing that, it has significanced regression . while regression linierity test, Fcount (0,77) < Ftabel (1,71), showing that regression is linier. The result of product moment of correlation coefficient test is rxy = 0,503 continued by using correlations coefficient test with t-test. Counting result tcount (5,14) while ttabel (1,67) and so tcount > ttabel . It mean that there are significance correlations between service excellence with relation’s satisfaction. Besides that, the result of determination coefficient test is 25,27% it mean that relatons’s satisfaction variable decide to service excellence variable..

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