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Siti Halimatusa’diah
Megister Ilmu Administrasi Bisnis, Fisip Unlam Banjarmasin
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh Kualitas Pelayanan (Reliability, Assurance, Tangible, Empathy, Dan Responsiveness) terhadap Kepuasan Nasabah pada Bank Kalteng Cabang Muara Teweh M. Solichin; Rasyidi Rasyidi; Siti Halimatusa’diah
JURNAL BISNIS DAN PEMBANGUNAN Vol 8, No 2 (2019): JULI 2019
Publisher : Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (691.452 KB) | DOI: 10.20527/jbp.v8i2.7918

Abstract

Research this aim for test influence Reliability (X1), Assurance (X2), Tangible (X3), Emphathy (X4) and Responsiveness (X5) on Customer satisfaction at Bank Kalteng Caang Muara Teweh. Sample taken as much 98 Selected customers with formula Slovin. Collecting data using questionnaire while data analysis using SPSS. Results testing prove Reliability effect significant to Customer's Decision on Partial with big influence 31.1%, an effect Assurance significant to Customer satisfaction on Partial with big influence 11.8% Tangible effect significant to Customer satisfaction on Partial with big influence 3.5%, Emphathy take effect significant to Customer satisfaction on Partial with big influence 2.7%, Responsiveness effect significant to Customer satisfaction on Partial with big influence Whereas 50.2% on simultaneously Reliability, Assurance, Tangible, Emphathy and Responsiveness take effect significant to Customer satisfaction with big influence 42.1% while the rest amount 57.9% influenced by other variables Keywords:    Reliability, Assurance, Tangible, Empathy, Responsiveness, Customer Satisfaction
Co-Authors M. Solichin Rasyidi Rasyidi