PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM PRATAMA SURYA MAKMUR CABANG GONDANG

ANGGUN MEGA DIGDAYATI, ANGGUN MEGA DIGDAYATI (2019) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA KOPERASI SIMPAN PINJAM PRATAMA SURYA MAKMUR CABANG GONDANG. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Digdayati, Anggun Mega, 2018. Effect of Service Quality on Customer Satisfaction at Pratama Surya Makmur Saving and Loan Cooperatives Gondang Branch. Thesis/final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM ) Advisor I : Budi Utami, SE., MM Advisor II : M. Syamsul Hidayat, SE., MM Customer satisfaction becomes an important thing in every company, especially companies engaged in services. One of the companies engaged in services is a saving and loan cooperative. In competition to get customers, companies especially saving and loan cooperative, focus on the quality of services provided by the level of customer satisfaction. Quality services are needed by companies to attract purchasing decisions and achieve customer satisfaction. Considering the importance of service quality in the world of banking, it is necessary to examine more deeply the influence of service quality on customer satisfaction so as to enable cooperatives to excel in competition. This study uses service quality consisting of variables tangible, reliability, responsiveness, assurance and empathy independent variables and customer satisfaction as the dependent variable. This study was conducted in the Pratama Surya Makmur Saving and Loan Cooperative, with data collection methods using questionnaires distributed to 246 respondents who is the customer of Pratama Surya Makmur Saving and Loan Cooperative Gondang branch. Through the results of calculations that have been carried out, it is obtained the value of F arithmetic = 390.353 with the result of a significance value of 0.000. Then simultaneously there is the effect of service quality variables consisting of tangible, reliability, responsiveness, assurance and empathy on customer satisfaction in Pratama Surya Makmur Saving and Loan Cooperative Gondang branch. In addition, it is also known that service quality variables consisting of tangible, reliability, responsiveness, assurance and empathy have a partial effect on customer satisfaction in Pratama Surya Makmur Saving and Loan Cooperative Gondang branch. And the dominant variable affecting customer satisfaction in Pratama Surya Makmur Saving and Loan Cooperative Gondang branch is empathy variable, with a beta value of 0.477 at a significance of 0.000. Keywords : Service Quality, Customer Satisfaction

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