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All Journal EQIEN - JURNAL EKONOMI DAN BISNIS Jurnal Ilmu Manajemen Profitability
Eka Wardiana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Evaluasi Kualitas Pelayanan dan Dampaknya Terhadap Kepuasan Nasabah di PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo, Cabang Watampone Samsul Rizal; Abdul Rahman Rahim; Eka Wardiana
Jurnal Ilmu Manajemen Profitability Vol 4, No 1 (2020): FEBRUARI 2020
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (868.934 KB) | DOI: 10.26618/profitability.v4i1.3051

Abstract

The purpose of this study was to evaluate the quality of service and its impact on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Bengo Unit, Watampone Branch. This study covered all customers met at the location, with a total population of 500 customers. The sample used in this study was 84 respondents, selected using incidental sampling techniques. Data were collected through descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of the analysis showed a t count of 7.669, while the t table was 1.98932, indicating that service quality has a positive effect on customer satisfaction. Analysis with SPSS produced a value of R = 0.646 and R² = 0.418 or 41.8%, which means that 41.8% of the variability in customer satisfaction can be explained by service quality. Meanwhile, 58.2% of customer satisfaction cannot be explained by the variables studied.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO) Tbk. Samsul Rizal; Vivid Violin; Eka Wardiana; Irwan Abdullah
Eqien - Jurnal Ekonomi dan Bisnis Vol 8 No 2 (2021): EQIEN - JURNAL EKONOMI DAN BISNIS
Publisher : Sekolah Tinggi Ilmu Ekonomi Dr Kh Ez Mutaqien

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (384.614 KB) | DOI: 10.34308/eqien.v8i2.232

Abstract

The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone. This research was conducted at PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone, the research population is all customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo Branch Watampone Unit, which was met at the time of the research, where the population was 500 customers while the sample size was determined using incidental sampling technique, which was 84 respondents. Data collection uses descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of data analysis obtained t count of 7.669 while t table amounted to 1.98932, so the t test hypothesis variable service quality has a positive effect on customer satisfaction. From the calculation of SPSS obtained R = 0.646, with R2 = 0.418 or 41.8%, the amount of customer satisfaction has been explained in the service quality data. While the rest, which is 0.582 or 58.2%, information about the amount of customer satisfaction cannot be explained by these independent variables.
Co-Authors Abdul Rahman Rahim Irwan Abdullah M A Chozin Samsul Rizal Vivid Violin