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Wawan Sundawan Suherman
Universitas Negeri Yogyakarta
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : JURNAL ECONOMIA

 1 
PENGARUH DIMENSI BANKING SERVICE QUALITY (BSQ) TERHADAP KEPUASAN NASABAH BANK Sri Sumardiningsih; Wawan Sundawan; Lies Endarwati; Arif Wibowo; Yulia Ayriza
Jurnal Economia Vol 8, No 2: October 2012
Publisher : Faculty of Economics Universitas Negeri Yogyakarta in collaboration with the Institute for

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (208.275 KB) | DOI: 10.21831/economia.v8i2.1222

Abstract

Abstract: Effect of Banking Service Quality (BSQ) Dimensions towards Bank Customer Satisfaction. This study aims to determine the effect of Banking Service Quality (BSQ) to the customer satisfaction of BPD Bank in DIY. This research is a survey research with a sample of 1.536 respondents. The sample was taken by purposive sampling technique. Data collection instrument was questionnaires and analyzed using multiple regression. The results showed that six dimensions of BSQ simultaneously gave positive and significant impact on customer satisfaction. If seen from each dimension individually; the highest influence came from the reliability dimension and the lowest dimensions were from Access and Services Portfolio dimensions. For the national servants (PNS) customers, the BSQ six dimensions simultaneously gave a positive and significant impact on customer satisfaction; the highest influence came from the reliability dimension and the lowest was from portfolio services dimension. For the non national servants, the BSQ six dimensions simultaneously gave a positive and significant impact on customer satisfaction; the highest influence came from the reliability dimension and the lowest was from portfolio services dimension. Keywords: Banking Service Quality, Customer Satisfaction  Abstrak: Pengaruh Dimensi Banking Service Quality (BSQ) Terhadap Kepuasan Nasabah Bank. Penelitian ini bertujuan untuk mengetahui pengaruh Banking Service Quality (BSQ) terhadap kepuasan nasabah Bank BPD di DIY. Penelitian ini merupakan penelitian survey dengan sampel secara keseluruhan berjumlah 1.536 responden. Sampel diambil dengan teknik purposive sampling. Instrumen pengumpulan data berupa kuesioner dan dianalisis  dengan regresi ganda. Hasil penelitian menunjukkan keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, jika dilihat tiap dimensi maka pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah dari dimensi Akses serta Portofolio Jasa. Untuk nasabah PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa, dan untuk nasabah non PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa. Kata Kunci: Banking Service Quality, Kepuasan Nasabah
Co-Authors Abdul Alim Agus Supriyanto Ahmad Nasrullah Ahmad Nasrulloh Aji Khotibul Umam Aji Khotibul Umam Aksir, Ilham Ali Satia Graha Andi Atssam Mappanyukki Andi Sultan Brilin Susandi Eka Wahyudhi Arif Wibowo Asmawati, Puji Aulia Gusdernawati Aulia Gusdernawati Bernadeta M Wara Kushartanti Cerika Rismayanthi Danny Eka Wahyu Saputra Dapan Dapan Darmono Darmono Desy Yunita Utami Dewangga Yudhistira Dewi Nurhidayah Dhani Priantoro Duwi Kurnianto Pambudi Endang Sulistyowati Erwin Setyo Kriswanto Farid Imam Nurhadi Fatkurahman Arjuna Febriansyah Hendra Lukmana Putra Fizi, Resti Molina Galih Dwi Pradipta Garcia-Jimenez, Jose Vicente Guntur Guntur Hari Yuliarto Hartono, Ainun Rahma Hasmyati, Hasmyati Indrawati Indrawati Ismail Gani Kamilia Lituhayu Kamilia Lituhayu Kristiyono, Kristiyono Kusuma, Addy Idris Maria Lies Endarwati Martono Martono Muhammad Akbar Syafruddin Nanda, Fitri Agung Nasution, Silvia Fauziah Novita Intan Arovah Novriansyah Novriansyah, Novriansyah Nur Rohmah Muktiani Nur Sita Utami Osa Maliki Panggung Sutapa Povian Yona Mahatmasari Povian Yona Mahatmasari Prastyawan, Rifky Rachmah Laksmi Ambardini Ranintya Meikahani Rifky Riyandi Prastyawan Rizkyanto, Willy Ihsan Sesa Pirunika Setya Rahayu Setyawan Widyarto Sigit Dwi Andrianto Sigit Nugroho Soegiyanto Soegiyanto Soni Nopembri Sri Atun Sri Sumardiningsih Suci Cahyati Sufitriyono, Sufitriyono Sugeng Setia Nugroho Sulistiyono Sulistiyono Sumaryanti Sumaryanti Sumaryanto Sumaryanto Tri Ani Hastuti Tri Ari Prasetyanto Willy Ihsan Rizkyanto Yudik Prasetyo Yulia Ayriza Yustinus Sukarmin