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All Journal KEUNIS Al Maal: Journal of Islamic Economics and Banking Jurnal Pustaka Aktiva : Pusat Akses Kajian Akuntansi, Manajemen, Investasi, dan Valuta

Jati Handayani

Politeknik Negeri Semarang

Author-ID : 2689687

Economics, Econometrics & Finance

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PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN NASABAH KREDIT SERBA BISA PADA PD. BPR BKK KOTA SEMARANG PERIODE JUNI 2019 Ika Puspita Ardani; Jati Handayani
KEUNIS Vol 8, No 1 (2020): JANUARI 2020
Publisher : FInance and Banking Program, Accounting Department, Politeknik Negeri Semarang

This purpose of this research is to analyze the effect of service quality, product quality, and price on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang Period June 2019. This research is a causal applied quantitative research. The types of data used in this study are primary and secondary. Methods of data collection using questionnaires, interviews, and observation. The sampling technique used was purposive sampling technique with a sample of 100 respondents. Data testing methods used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, multiple linear regression test, F test, t test, test the coefficient of determination R2 which shows can be used to measure customer satisfaction. The analytical method used in this study is multiple linear regression using SPSS 25. The results of the F test show that the quality of service, product quality, and price simultaneously have a significant effect on customer satisfaction on Credit Serba Bisa in PD. BPR BKK Kota Semarang. Furthermore, the t test results showed that service quality, product quality, and price partially had a significant effect on customer satisfaction of Credit Serba Bisa at PD. BPR BKK Kota Semarang.

ANALISIS PENGARUH DIMENSI PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH TABUNGAN BRI KANTOR CABANG KENDAL Ayu Rosefiani Syara; Jati Handayani
KEUNIS Vol 8, No 2 (2020): JULI 2020
Publisher : FInance and Banking Program, Accounting Department, Politeknik Negeri Semarang

This study aims to determine the dimensions of service excellence consists of ability, attitude, appearance, attention, action, and accountability toward Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity, test heteroskedastisitas, autocorrelation test, test analysis linear multiple, F test, t test, and test the coefficient of determination (R2) which shows the can used to measure customer satisfaction savings.Multiple linear regression method yields customer satisfaction equation = -0,937 + 0,346Ability + 0.226Attitude + 0.179Appearance + 0.207Attention + 0,381Action + 0,294Accountability + e. In F test, it is found that the dimensions of service excellence Ability, Attitude, Appearance, Attention, Action, and Accountability simultaneously have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal. The result of t test is influence Ability, Attitude, Appearance, Attention Action, and Accountability have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.

ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH TABUNGAN PRESMA PADA PD BANK PERKREDITAN RAKYAT BLORA (Studi Kasus Pada PD Bank Perkreditan Rakyat Blora) Ahlul Trina Hidayanti; Jati Handayani
KEUNIS Vol 7, No 2 (2019): JULI 2019
Publisher : FInance and Banking Program, Accounting Department, Politeknik Negeri Semarang

This study aims to determine the quality factors of Customer Service consists of tangible, reliability, responsiveness, assurance, and empathy toward customer satisfaction PD Bank Perkreditan Rakyat Blora The population are all customers from Tabungan Prema, they are 100 respondent. Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity test, heteroskesdastisitas test, test analysis linear multiple, F test, t test, and the coefficient of determination (R2 ). wich shows the can used to measure customer satisfaction. multiple linear regression methot yields customer satisfaction equation = 0,246 + 0,295 tangible + 0,318 reliability + 0,208 responsiveness + 2,16 assurance + 0,330 empathy + e. In F test, it is found that dimention of Customer Service there are tangible, reliability, responsiveness, assurance and empathy secara simultaneously have significant effect. The result of t test is influence tangible, reliability, responsiveness, assurance and empathy have significant influence to customer satisfaction Tabungan Presma users of customer service at PD Bank Perkreditan Rakyat Blora

Co-Authors Ahlul Trina Hidayanti Ayu Rosefiani Syara Ika Puspita Ardani Melina Agustina Rahayu Mustika Widowati Septian Yudha Kusuma Titin Novera

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