ERNEST, BEN AVAD (2014) PENGARUH KUALITAS PELAYANAN DAN ATRIBUT PRODUK TERHADAP KEPUASAN NASABAH BANK (Studi Perbandingan Antara Nasabah Tabungan BRITAMA Dengan Nasabah BNI Taplus Di BRI Kantor Unit Pulogebang dan BNI Kantor Cabang Unit Pasar Klender). S1 thesis, Universitas Negeri Jakarta.
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Abstract
ABSTRACT Ben Avad Ernest, 2014; The Impact of Service Quality and Product Attributes on Bank Customer Satisfaction (Comparative Study Between Britama Saving’s Customer with BNI Taplus’s Customer at BRI Pulogebang’s Unit Office and BNI Pasar Klender’s Unit Branch Office). The purpose of this study was to: 1) determine the description of service quality, product attributes and customer satisfaction, 2) examine the impact of service quality on customer satisfaction, 3) examine the impact of product attributes on customer satisfaction, 4) examine the impact of service quality and product attributes on customer satisfaction simultaneously, and 5) compared the impact of service quality and product attributes on customer satisfaction simultaneously saving account holders in BRI Pulogebang Unit and BNI Branch Office Unit Klender. The population was customers of BRI Pulogebang Unit Office and have been a BRITAMA saving’s customer and had been or still become a customer of BNI Taplus at least 5 years as many as 460 customers. The number of samples was determined by Slovin formula as many as 214 respondents. The results of hypothesis testing showed: (1) quality of service (X) significant effect partially on customer satisfaction (Y) with a significance value 0.000 <0.05, (2) product attributes (X21 ) significant effect partially on customer satisfaction (Y) with the significance value 0.006 <0.05, and (3) quality of service (X) and product attributes (X) significant effect simultaneously on customer satisfaction (Y) with a significance value 0.000 <0.05. Based on table of coefficients determination (R2large impact percentage of variation of customer satisfaction (Y) which can beexplained by the variation of two independent variables, namely the quality of service (X1) and product attributes (X) was 77.4% and the rest at 100% -77.4% =22.6% explained by other variables outside of this study. Keywords : service quality, product attributes, customer satisfaction
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | Pembimbing I: Dr. Mohamad Rizan, SE, MM ; Pembimbing II: Agung Kresnamurti RP, ST, MM |
| Subjects: | Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management) |
| Divisions: | Fakultas Ekonomi > S1 Manajemen |
| Depositing User: | Budi Siswanto |
| Date Deposited: | 26 Jan 2018 03:11 |
| Last Modified: | 26 Jan 2018 03:11 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/2806 |
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