PENINGKATAN KEPUASAN NASABAH MELALUI PENERAPAN MODEL SERVQUAL STUDI PADA NASABAH BPR X DI KABUPATEN MALANG
ABSTRACT: Purpose of this
research is to analyze the effect of service quality dimensions, which include
physical evidence, reliability, responsiveness, assurance, and empathy, on
customer satisfaction of BPR X customers, Malang District. The research method
is using explanatory research which defines the casualistic relation between
variables by hypothesis tests. Population in this research is 171 micro
business owners who are the common credit/loan users of BPR X, Malang District.
Using Slovin formula and probability simple random-sampling method, samples of
64 respondents are generated, data are collected using questionnaire, then
processed using multiple linear regression analysis. Findings show that
physical evidence, reliability, responsiveness, assurance, and empathy affect
customer satisfaction simultaneously. Partially physical evidence, reliability,
responsiveness and assurance affect the customer satisfaction, while empathy
doesn’t affect the customer satisfaction. The dominant variable is assurance.
These findings are hoped to be an input for BPR management in Malang District
to increase the service quality dimension in order to increase customer
satisfaction.
Keywords: physical evidence,
reliability, responsiveness, assurance, empathy, servqual, customer
satisfaction
Penulis: Ayu Dyah
Kusumaningrum, Noermijati
Kode Jurnal: jpmanajemendd100079
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