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All Journal JPBM (Jurnal Pendidikan Bisnis dan Manajemen) International Journal of Social Science and Business EKUITAS (Jurnal Ekonomi dan Keuangan) Dinamika Governance : Jurnal Ilmu Administrasi Negara Journal Of Management Science (JMAS) Jurnal MEBIS (Manajemen dan Bisnis) Enrichment : Journal of Management Jurnal Bisnis Indonesia International Journal of Global Accounting, Management, Education, and Entrepreneurship (IJGAME2) BIP'S : Jurnal Bisnis Perspektif Improvement: Jurnal Manajemen dan Bisnis Journal of Economics Development Issues Innovative: Journal Of Social Science Research Research Horizon Journal of Management and Innovation Entrepreneurship (JMIE) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah MAPAN: Jurnal Manajemen Akuntansi Palapa Nusantara Atestasi : Jurnal Ilmiah Akuntansi
Kurniawan, Gogi
Sekolah Tinggi Ilmu Ekonomi YAPAN
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : BIP'S : Jurnal Bisnis Perspektif

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Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasaan Nasabah Bank Jatim Di Surabaya Gogi Kurniawan
BIP's JURNAL BISNIS PERSPEKTIF Vol 7 No 1 (2015): Januari
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (283.103 KB) | DOI: 10.37477/bip.v7i1.270

Abstract

Service quality dimensions give boost to customers in Surabaya, East Java Bank to establish strong bond with the services, which in turn is expected to provide satisfaction to customers. This study aimed to analyze the influence of service quality dimensions consisting of reliability, responsiveness, and empathy towards customer satisfaction Bank of East Java, Surabaya. This study used a sample of 60 respondents customers, further testing using multiple linear regression analysis, was tested by using the F-test and t-test. The results of this study indicate that simultaneous variable reliability, responsiveness and empathy has a positive and significant impact on customer satisfaction. While partially reliability, responsiveness and empathy positive and significant impact on customer satisfaction. While variable Responsiveness dominant and significant effect. Means three dimensions of service quality has an important role in helping the needs and desires of customers to receive excellent service of the best.
Co-Authors Abdul Talib Bon Agus Purbo Widodo Agus Sanjaya Andre Setya Bangsawan Ari Riswanto, Ari Cahyawulan, Aspena Nurma D. Atinaja, Mariane Dani Rohmati Devie, Nancy Martha Efendi, Ridwan Endri Haryati Ferry Eldeni T Finsher, Borey Hafidulloh Handayanto, Deny Dwi Haryanti, Endri Heridiansyah , Jefri Hosniawati Melanny Methasar Melanny Methasari Muriana, Sudji Noer Soetjipto Nugraha, Galuh Satya Nusu, Christian Adolf Rachman Julian, Maulady Riza Bahtiar Sulistyan Saihon Sidik, A.Rochim Suhermin Suhermin Sulastri Sulastri Wibowo, Septrian Adi