PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT BANK BCA CABANG CIKAMPEK

    Ananda Laylya, - (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT BANK BCA CABANG CIKAMPEK. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Salah satu tujuan perusahaan bank adalah mencapai setinggi mungkin faktor kepuasan
    nasabah bisa berkontribusi positif dengan perusahaan untuk meningkatkan persentase
    pemasaran. Salah satu faktor yang mempengaruhi kepuasan nasabah yakni: citra merek,
    persepsi nasabah. Faktor-faktor yang diteliti dalam penelitian ini hanya difokuskan pada
    kualitas pelayanan untuk mengetahui tingkat kepuasan nasabah. Tujuan dari penelitian ini
    yaitu untuk mengetahui pengaruh yang signifikan pada kualitas pelayanan terhadap
    kepuаsаn nаsаbаh di PT BCA cabang Cikampek dan untuk mengetahui dimensi kualitas
    pelayanan yang lebih dominan dalam mempengaruhi kepuasan nasabah di PT bank BCA
    cabang Cikampek. Metode yang diterapkan dalam penelitian ini ialah metode kuantitatif.
    Semua nasabah PT bank BCA cabang Cikampek termasuk dalam populasi penelitian ini,
    sedangkan yang memenuhi kriteria seleksi adalah 100 nasabah. Dalam penelitian ini salah
    satu teknik untuk mengumpulkan datanya menerapkan teknik kuesioner. Analisis data
    dalam penelitian ini menerapkan uji validitas, uji asumsi dasar, analisis regresi linier
    sederhana dan koefisien determinasi. Software SPSS versi 25.00 digunakan untuk
    pengolahan data dalam penelitian ini. Hasil penelitian menunjukkan bahwa berdasarkan uji
    regresi terdapat pengaruh positif dan signifikan antara kualitas pelayanan (X) dengan
    kepuasan nasabah (Y) pada PT bank BCA cabang Cikampek, diperoleh nilai koefisien
    positif thitung < ttabel 4,029 > 1,98447 dengan tingkat signifikan lebih kecil dari 0,05 yaitu
    sebesar 0,000.

    ----- One of the objectives of the bank company is to achieve as high as possible the customer
    satisfaction factor that can contribute positively to the company to increase the percentage
    of marketing. One of the factors that influence customer satisfaction namely: brand image,
    customer perceptions. The factors examined in this study are only focused on service
    quality to determine the level of customer satisfaction. The purpose of this study is to
    determine the significant effect of service quality on customer satisfaction at PT BCA
    Cikampek branch and to determine which dimensions of service quality are more dominant
    in influencing customer satisfaction at PT bank BCA Cikampek branch. The method
    applied in this study is a quantitative method. All customers of PT bank BCA Cikampek
    branch are included in this study population, while those who meet the selection criteria
    are 100 customers. In this study, one of the techniques for collecting data was using a
    questionnaire technique. Data analysis in this study applies the validity test, basic
    assumption test, simple linear regression analysis and the coefficient of determination.
    SPSS software version 25.00 is used for data processing in this study. The results showed
    that based on the regression test there was a positive and significant influence between
    service quality (X) and customer satisfaction (Y) at PT bank BCA Cikampek branch,
    obtained a positive coefficient tcount <ttable 4.029> 1.98447 with a significant level less
    than 0 .05 which is equal to 0.000.

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    Item Type: Thesis (S1)
    Additional Information: Dosen Pembimbing Dian Permata Sari ID SINTA : 6160445 https://scholar.google.com/citations?hl=id&user=SW2r0BwAAAAJ Rizki Hikmawan ID SINTA : 6122897 Google Scholar : https://scholar.google.com/citations?hl=id&user=f2CeMUMAAAAJ
    Uncontrolled Keywords: Kualitas Pelayanan, SPSS dan Kepuasan Nasabah
    Subjects: L Education > L Education (General)
    T Technology > T Technology (General)
    Divisions: UPI Kampus Purwakarta > S1 Pendidikan Sistem Teknologi dan Informasi
    Depositing User: Ananda Laylya
    Date Deposited: 20 Jan 2023 02:21
    Last Modified: 20 Jan 2023 02:21
    URI: http://repository.upi.edu/id/eprint/87406

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