HUBUNGAN ANTARA PERSEPSI KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN/ NASABAH BANK BRI UNIT KERTASARI CABANG TAMBUN PADA WARGA RW 01 KELURAHAN KERTASARI KECAMATAN PEBAYURAN KABUPATEN BEKASI

Windani, Sentya (2014) HUBUNGAN ANTARA PERSEPSI KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN/ NASABAH BANK BRI UNIT KERTASARI CABANG TAMBUN PADA WARGA RW 01 KELURAHAN KERTASARI KECAMATAN PEBAYURAN KABUPATEN BEKASI. S1 thesis, Universitas Negeri Jakarta.

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Abstract

SENTYA WINDANI, The Correlation Between Perceptions Of Service Quality With Customer Satisfaction BRI Bank Unit Kertasari Branch Tambun On The Community District 01 In Political Districts Kertasari Subdistrict Pebayuran District Bekasi. Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, June 2014. This research aims to find out whether there is a connection between the perception of service quality with costumer satisfaction Bank BRI unit Kertasari branch Tambun on the community district 01 in political district Kertasari subdistrict Pebayuran district Bekasi based on valid data and facts and reliability. The research method used is survey method with the correlation approach. Population in this research is all of Community District 01. Where as the possible populations who Neighbourhood Groups 05 Community District 01 amounting to 35 people. The technique which is used in the sample was simple random sampling about 32 people.To capture data from these two variables are used questionnaire Likert scale models for Perception of Service Quality (variable X) and Customer Satisfaction (variable Y). Before instrument is used tested the validity for both variables. For variable X, from 31 points statement after statement validated contained 6 points that drop invalid, while meeting the criteria or valid statement consists of 25 points. For variable Y from 37 points statement after statement validated contained 7 points that drop invalid, while meeting the criteria or valid statement consist of 30 points. Reliability calculation of both variables using Alpha Cronbach formula. The result of the X variable reliability of 0,910 and the reliability of variable Y at 0,946. These result prove that the instrument is reliable.The resulting regression equation is Ŷ=38.01+0.84X. Test requirements analys is of the normality test error of estimated regression of Y on X to produce Lcount liliefors test= 0,1182, while the Ltable for n= 32 at 0.05 significant level is 0.157. Because the Lcount<Ltable then an error estimate of Y on X is normally distributed. Testing linearity of regression produces Fcalculated<Ftable is 1,03<2.86, so it was concluded that the linear equation regression. From test significance regression produces Fcount>Ftable, which is 11.63>4.13, meaning that the regression equation is significant. Correlation coefficient of Pearson Product Moment generating rxy=0,607, then performed the test significance correlation coefficient using the t test and the resulting tcount=3,410 and ttable=1,70. It can be concluded that the correlation coefficient rxy=0.529 is significant. The coefficient of determination obtained for 27,93% which shows that 27,93% of the variation of costumer satisfaction is determined by the perception service quality.

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