PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BRI CABANG MOJOKERTO

YULIA RAHMAWATI, YULIA RAHMAWATI (2019) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BRI CABANG MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Rahmawati Yulia, 2018, Effect of Service Quality Dimensions on Customer Satisfaction at BRI Mojokerto Branches. Final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Eny Setyariningsih.SE.,MM Advisor II : Rahayu,.SE.,M.Si In overcoming the increasingly tight competition in the banking world, banks are trying to improve customer satisfaction. A bank must carry out service activities that can make its customers satisfied both in terms of facilities, fast and thorough service, ethics and courtesy that can provide comfort for customers who will conduct transactions. This study aims to determine how much influence the dimensions of service quality on customer satisfaction perceived by customers who use the services of PT. Bank Rakyat Indonesia Branch of Mojokerto The model used in this study is a questionnaire and interview method using a Likert scale sample of this study as many as 100 respondents. While the population in this study are all savings customers of BRI Mojokerto Branch. Criteria for Respondents, namely Customers who have made transactions / come to BRI Mojokerto Branch numbered 17619 customers. The results showed that the dimensions of service quality together have a positive influence, where the regression equation is as follows: Y = 9,737 + 0,380X1 + 0,195X2 + 0,251X3 + 0,280X4 + 0,345X5 Where is the variable customer satisfaction (Y), responsiveness (x1), Reliability (x2), Guarantee (x3), Empathy (x4), Physical evidence (x5). Testing the hypothesis using t test shows that the five independent variables examined proved to have a significant partial effect on the dependent variable customer satisfaction. Keywords: Dimensions of servis quality, Customer satisfaction

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