ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT. BANK JATENG CABANG PURWOREJO

HARTONO - 2005

Abstract
This research aim to analyse the influence of Variabel reliability, responsiveness, assurance,
emphaty, tangible to customer satisfaction PT. Bank Jateng Cabang Purworejo. Result from individual analysis, Variabel reliability, responsiveness, emphaty, assurance, and tangible significance to individually is each Variabel influence the Variabel of of customer satisfaction. Seen from value F-test, assess the F-test equal 52,032 is significance at = 1%, meaning Variabel reliability, responsiveness, assurance, emphaty, tangible, and access by together influence the Variabel customer satisfaction.
Value of coefficient determinasi (R2) for the credit of individualness equal 0,735 meaning equal
73,5 % Variabel reliability, responsiveness, assurance, emphaty, tangible and access can influence the
Variabel of customer satisfaction by signifikan, while equal to 26,5% influenced by other Variabel is not packed into a model. From result of coefficient regression in individualness analysis shown assurance is dominant Variabel. Result from JB test, Durbin Watson (JB) value, Variance Inflation Factor (VIF) value, and heteroskedasticity test, shown no problem to classic assumtion, as this research is the BLUE (Best Linier Unbiased Estimation).
Keywords: Customer Satisfaction, Reliability, Responsiveness, Assurance, Emphaty, Tangible, and
Access.

A. PENDAHULUAN
Paradigma yang kini sedang menjadi
gerakan banyak organisasi (baik sektor swasta
maupun pemerintah) adalah sejalan dengan adanya
gerakan revolusi mutu melalui pendekatan
manajemen mutu terpadu. Mutu oleh banyak
kalangan organisasi dipandang sebagai paradigma
perubahan yang perlu mendapat perhatian
bersama, karena mutu menentukan dan merupakan
inti kelangsungan hidup organisasi.
Kepuasan pelanggan merupakan salah satu
rahasia keberhasilan suatu bisnis. Sekalipun
demikian, masih banyak orang yang dengan
sengaja atau tidak sengaja melupakan hal ini.
Banyak kegagalan bisnis terjadi karena pelanggan
dikecewakan sehingga mereka mencari . . . . . . ... (baca_selengkapnya)  

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).

e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
HP. 08122353284

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