PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PENGUNJUNG MUSEUM BANK MANDIRI

NOVIANSYAH, ELVIN (2019) PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PENGUNJUNG MUSEUM BANK MANDIRI. S1 thesis, Fakultas Ekonomi.

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Abstract

ELVIN NOVIANSYAH, Effect of Service Quality and Customer Value on Satisfaction of Museum Bank Mandiri Visitors The research conducted at the Museum Bank Mandiri for three months began from October 2018 to January 2019. The purpose of this research was to determine service quality and costumer value to satisfaction of visitors Museum Bank Mandiri. The research method used is survey method with the correlation approach. The population was taken from Museum Bank Mandiri visitors. The number of samples is 100 respondents taken by using accidental sampling technique. The resulting regression equation is Ŷ = 0.812 + 0.496 X1 + 0.173 X2. Test requirements for analysis using normality and linearity test. Normality test with Kolmogorov-Smirnov test with a significance level (α) = 5% or 0.05 and produces a significant level of Y value of 0.272, X1 is worth 0.501, X2 is 0.674. Because the significance level of the three variables is> 0.05, it can be concluded that the data are normally distributed and can be used in subsequent analyzes. The regression linearity test Y on X1 produces 0.833 <0.05 and the regression linearity test Y on X2 produces that is 0.112 <0.05, so it is concluded that the regression equation is linear. Then the t-test is performed and the result is Y above X1 tcount 6.938> ttable, e = 1.954, Y over X2 tcount 1.575> ttable, = 1.954. It can be concluded that the correlation coefficient is positive and significant. The determination coefficient Y for X1 and X2 obtained is 0.711 which indicates that 71.1% of variable visitor satisfaction is determined by service quality and customer value. Keywords: Visitor Satisfaction, Service Quality, Customer Value

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