Analisis Tingkat Kepuasan Nasabah Terhadap Kualitas Pelayanan Suatu Studi pada Bank Mandiri Cabang Jakarta Kota

Saraswati, Dyah Tunjung (2012) Analisis Tingkat Kepuasan Nasabah Terhadap Kualitas Pelayanan Suatu Studi pada Bank Mandiri Cabang Jakarta Kota. S1 thesis, STIE Indonesia Banking School.

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Abstract

Current competition in the banking world has increased. Meanwhile, changes that is occuring in society where the extraordinary development and information technology improved rapidly. This relation is to encourage public demand for higher service caused by customers who have more choices and are very difficult to satisfy them. Because of demand is high enough banking are required to improve customer service. Furthermore service quality is the most important factor in creating customer satisfaction. The dimension of the service quality are tangible, reliability, responsiveness, assurance and empathy. This study is a descriptive research. The data collection will be done through a questionnaire technique and data from the company, then the data will processed by statistical methods using SPSS 17.0 for Macintosh. Respondents in this research is saving customer of Mandiri Bank Jakarta Kota branch who have made transactions in the branch office in the last three months. Non probability sampling technique used in this research was judgemental sampling. This research used validity test, reliability test and hypothesis test (t test). The results of this research shows that in terms of overall and individual dimensions of service quality that is tangible, reliability, responsiveness, assurance and empathy is evident that customers are satisfied with the service provided by Mandiri Bank Jakarta Kota branch. Keywords: customer satisfaction, service quality.

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Ms Dyta Medina
Date Deposited: 23 Oct 2020 08:50
Last Modified: 23 Oct 2020 08:50
URI: http://repository.ibs.ac.id/id/eprint/1477

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