Pengaruh Kualitas Pelayanan Teller terhadap Kepuasan Nasabah Bank : Studi Kasus di Bank Tabungan Pensiunan Nasional Kantor Cabang Pembantu Pati

Wijayanti, Ratna Yulia (2009) Pengaruh Kualitas Pelayanan Teller terhadap Kepuasan Nasabah Bank : Studi Kasus di Bank Tabungan Pensiunan Nasional Kantor Cabang Pembantu Pati. Analisis Manajemen, 3 (2). pp. 195-214. ISSN 1411-1799

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    Abstrak

    ABSTRACT Problems tangibility study how the influence of the teller of the Bank's customer satisfaction how to influence the reliability of the teller of the Bank's customer satisfaction, how to influence the responsiveness of bank tellers on customer satisfaction, how the influence of assurance Bank teller on customer satisfaction. And how the influence of empathy Bank teller on customer satisfaction. The objectives of this study was to determine how the influence tangibility Bank teller on customer satisfaction, to know how to influence the reliability of the teller of the Bank's customer satisfaction, to know how to influence the responsiveness of the teller of the Bank's customer satisfaction, to know how to influence customer satisfaction assurance teller of the Bank and to knowing how to influence empathy teller of the Bank's customer satisfaction. That the service performed by the teller BTPN Branch Office of Pati indicated Starch tangibility elements, reliability, responsiveness, assurance and empathy for the teller to the customer is likely to have done well demonstrated by customer satisfaction over the quality of service teller. From the results of regression analysis and t tests to variable tangibility, reliability, responsiveness, assurance and empathy stated that each variable has a positive and significant influence of tangibility amounting to 0.348, the reliability of 0.273, 0.290 for responsiveness, assurance and empathy of 0.287 for 0.291 while the significance of variable-variable relationship is on customer satisfaction at the Branch Office BTPN Starch t-hitung indicated by the value of each variable is greater than the value t-table. Taken together tangibility variables, reliability, responsiveness, assurance and empathy had a significant influence on customer satisfaction variables. That the variable tangibility, reliability, responsiveness, assurance and empathy for the teller to give effect 0.869 or 86.9% to 13.1% customer satisfaction while customer satisfaction is influenced by other variables. ABSTRAK Permasalahan penelitian bagaimana pengaruh tangibilitas teller terhadap kepuasan nasabah Bank bagaimana pengaruh reliabilitas teller terhadap kepuasan nasabah Bank, bagaimana pengaruh responsivitas teller terhadap kepuasan nasabah Bank, bagaimana pengaruh assurance teller terhadap kepuasan nasabah Bank. Dan bagaimana pengaruh empathy teller terhadap kepuasan nasabah Bank. Adapun tujuan dari penelitian adalah untuk mengetahui bagaimana pengaruh tangibilitas teller terhadap kepuasan nasabah Bank, untuk mengetahui bagaimana pengaruh reliabilitas teller terhadap kepuasan nasabah Bank, untuk mengetahui bagaimana pengaruh responsivitas teller terhadap kepuasan nasabah Bank, untuk mengetahui bagaimana pengaruh assurance teller terhadap kepuasan nasabah Bank dan untuk mengetahui bagaimana pengaruh empathy teller terhadap kepuasan nasabah Bank. Bahwa pelayanan yang dilakukan oleh teller Bank BTPN Kantor Cabang Pembantu Pati yang ditunjukkan unsur tangibilitas, reliabilitas, responsivitas, assurance dan empathy teller terhadap nasabahnya selama ini cenderung telah dilakukan dengan baik yang ditunjukkan oleh kepuasan nasabah atas kualitas pelayanan teller tersebut. Dari hasil analisa regresi dan uji t terhadap variabel tangibilitas, reliabilitas, responsivitas, assurance dan empathy dinyatakan bahwa masing-masing variabel tersebut mempunyai pengaruh yang positif dan signifikan yaitu tangibilitas sebesar 0,348, reliabilitas sebesar 0,273, responsivitas sebesar 0,290, assurance sebesar 0,287 dan empathy sebesar 0,291 sedangkan signifikansi hubungan variabel-variabel tersebut terhadap kepuasan nasabah pada Bank BTPN Kantor Cabang Pembantu Pati ditunjukkan dengan nilai thitung masing-masing variabel tersebut lebih besar dari nilai ttabel. Secara bersama-sama variabel tangibilitas, reliabilitas, responsivitas, assurance dan empathy mempunyai pengaruh yang signifikan terhadap variabel kepuasan nasabah. Bahwa variabel tangibilitas, reliabilitas, responsivitas, assurance dan empathy teller memberikan pengaruh sebesar 0,869 atau 86,9% kepada kepuasan nasabah sedangkan 13,1% kepuasan nasabah dipengaruhi oleh variabel-variabel lain.

    Tipe dokumen: Artikel
    Uncontrolled Keywords: Tangibility, reliability, responsiveness, Assurance, Empathy and Satisfaction. Tangibilitas, Reliabilitas, Responsivitas, Assurance, Empathy dan Kepuasan
    Subjects: Ilmu-ilmu Sosial > Keuangan > Perbankan
    Ilmu-ilmu Sosial > Teori Ekonomi > Konsumsi. Tuntutan, kebutuhan pasar
    Divisions: Fakultas Ekonomi > Manajemen (S1)
    Depositing User: Users 2 tidak ditemukan.
    Tanggal Deposit: 28 Apr 2012 10:54
    Last Modified: 28 Apr 2012 10:54
    URI: http://eprints.umk.ac.id/id/eprint/252

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