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Yulia Ayriza
Universitas Negeri Yogyakarta
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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 Abdullah, Yahya Ade Ratih Pratiwi Adi Cilik Pierewan Agus Supriyanto Agustina Sativa Poima Alfiani Fernita Sari Alfiani Fernita Sari Anin Ditha Putri Dewanti Arif Wibowo Badrun Kartowagiran Balthazar Nkundimana Banyu Wicaksono Bernadetha Putri Puspita Budi Astuti Budi Astuti Deddy Mulyana Deni Hadiana, Deni Dewi Pratiwi Dirham, Izza Fadhlinah Edi Istiyono Ediyanto Ediyanto Ediyanto Edmond Ndayambaje Eka Putri Desy Rahmawati Sholeha Elsy Gusmayanti Emmanuel Nizeyumukiza Endah Retnowati fadil, Ahmad Fadilla, Indri Resti Farida Agus Setiawati Farida Agus Setiyawati Farida Hanum Farida Harahap Farisiyah, Umi Fernita Nurningtyas Fonny Dameaty Hutagalung Hadi, Indri Gemi Nastiti Hana Ayu Amalia Harmiati, Harmiati Hassan, Aminuddin Hidayat, Veny Ika Apriani Dewi Saputri Irvan Budhi Handaka Irvan Budhi Handaka, Irvan Budhi Istikomah, Fatonah Joitun, Feuna Anasius Kartika Nur Fathiyah Khoiriyyah, Luthfiana Al Khumalo, Jan Lestari, Ditha Lestari, Nabila Setio Lilmuallafah, Lu'lu Inayatul Lufti Nooryan Sardi M. Ihsan Ramadhani Margareta Widiyasanti Maria Lies Endarwati Mariyani, Devi Moh Khoerul Anwar Mubarok, Erwin Syahril Muhammad Zambri Mutia, Cania Nanang Erma Gunawan Nizeyumukiza, Emmanuel Nugraheni Dwi Budiarti Nurfallah, Wisda Via Nurjanah, Anisa Siti Oktavianingsih, Eka Pama, Sindi Ayudia Poima, Agustina Sativa Prakoso, Emannuel Realeno Isyaalma Wahyu Purwandika, Riszal Putri, Sekaringsih Angrenggani Cahyanti Putro, Nur Hidayanto P. S. Qodriah, Siti Rahmi Rahmatika Kurnia Romadhani Rina Rahayu Siregar Riszal Purwandika Rita Eka Izzaty, Rita Eka Rizki Nor Amelia Sahin, Arif Samsul Ariski Sasanty Ratna Gumelar Sharifa Rizqi Amalia Sisca Rahmadonna Siti Rahmi Qodriah Siti Rohmah Nurhayati Sri Sumardiningsih Sumin Sumin Sumin, Sumin Syarifudin Syarifudin Tetrawan, Adinda Daniel Tri Anggono Tria Widyastuti Trisna Murti, Maria Ameylia Triyanto, Deni Triyanto, Jefri Rieski Veny Hidayat Vera Nur Choirina Vera Nur Choirina Wahyu Nanda Eka Saputra, Wahyu Nanda Eka Wahyu Saputra Wahyu Widyatmoko Wardani, Anita Wawan Sundawan Suherman Wibowo, Yoga Setyo Yoga Setyo Wibowo Yoga Setyo Wibowo Yvette Umwari Zarra Janna Muhammad Zela Septikasari