Article Per Year (5 Year)
p-Index From 2020 - 2025
0
P-Index
This Author published in this journals
All Journal E-JRM
Olivia Jeymima
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
PENGARUH KUALITAS LAYANAN INTI DAN KUALITAS LAYANAN PERIPHERAL TERHADAP KEPUASAN NASABAH (Studi Kasus Pada Bank BRI Kantor Kas Unisma) Olivia Jeymima; M Hufron; Afi Rachmat Slamet
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 7 No. 14 Agustus 2018
Publisher : UNIVERSITAS ISLAM MALANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (744.412 KB)

Abstract

ABSTRACT This research was conducted at Bank BRI Office of Cash Unisma, Malang. This study aims to analyze the effect of core service quality and service quality peripherals to customer satisfaction simultaneously and partially. Independent variables from this research are core service quality and peripheral service quality, and customer satisfaction variable as dependent variable. The sample used is 98 respondents. Data collection method used is questionnaire. The analysis used is Analysis multiple linear by using IBM SPSS Statistic 20. The results showed that the quality of core service and of peripheral service quality simultaneously affect the customer satisfaction of Bank BRI Unisma Cash Office, core service quality and peripheral service quality significantly influence partially to customer satisfaction of Bank BRI Office of Cash UnismaKeyword : Core Service Quality, Peripheral Service Quality, Customer Satisfaction
Co-Authors Afi Rachmat Slamet M Hufron