TINGKAT KEPUASAN NASABAH ATAS KUALITAS LAYANAN NASABAH MENGGUNAKAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS) (STUDI PADA BCA KCP SUARI SEMARANG) - Kurnia Adi Wibowo, 13.05.51.0001; Kasmari, Kasmari (Students Journal of Economic and Management, 2017)
The study examines the effect of service quality on customer satisfaction. This research was conducted at Branch Office of PT. Bank Central Asia, Tbk on Suari Street, Semarang City. The sampling method used Slovinâs method with the observation period from 2014 to 2016. Relationship and (or) influence between variable is described by using IPA (Importance Performance Analysis) The results showed that service quality has positive effect and significant to the customer satisfaction.Â Keywords : Service Quality, Customer Satisfaction.DAFTAR PUSTAKAAndi Field,Â Discovering Statistics using SPSS, Second Edition (California : SAGE Publication, 2006)Arikunto, Suharsimi. 2006. Metodologi penelitian. Yogyakarta: Bina Aksara.Ariyoso, 2009. Importance Performance Analysis. Wordpress : Ariyoso.Assegaff, Mohammad. 2009. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi pada Perusahaan Penerbangan PT. Garuda di Kota Semarang). Jurnal Ekonomi dan Bisnis. Vol. 10. No. 2. Juli. Unisulla Semarang.Augusty, Ferdinand. 2006. Metode Penelitian Manajemen. Semarang : Badan Penerbit Universitas Diponegoro.Basu Swastha dan Irawan, 2005, Manajemen Pemasaran Modern, Yogyakarta : Liberty.Feigenbaum. 1996. Kendali Mutu Terpadu, Terjemahan Hubaya Kandahjaya. Erlangga.Ferdinand, A.T. 2002. Structural EquationÂ  Modelling dalam Penelitian Manajemen. Jakarta: Seri Pustaka Kunci.Ghozali, I. 2009. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Universitas Diponegoro.Ghozali, I. 2011. Aplikasi Analisis Multivariate dengan Program IBM. SPSS19. Semarang: Universitas Diponegoro.Husein. Umar. 2005, Metode Penelitian Untuk Skripsi dan Tesis Bisnis, Jakarta : PT. Raja Grafindo Persada.John A. Martilla and John C. James, âImportance-Performance Analysisâ (Journal of Marketing, January, 1977) pp. 77 â 79.Kotler, Amstrong. 2001. Prinsip-Prinsip Pemasaran, Edisi 12, Jilid 1, Jakarta : Erlangga.Kotler, Philip. 2003, Manajemen Pemasaran edisi kesebelas, Jakarta : Indeks Kelompok Gramedia.Kotler dan Keller, 2007. Manajemen Pemasaran, Edisi 12 Jilid 1, Jakarta : PT. Indeks.Martinez, C.L. 2003. Evaluation Report : Tools Cluster Networking Meeting #1. Arizona : CenterPoint Institute, Inc.Parasuraman, A. A. Zeithaml, V., and L. Berry L. 1995. âA Conceptual Model of Service Quality and Its Implications for Future Researchâ. Journal of Marketing. Vol. 49 (fall).Ritonga, Rahman. 1997. Statistika untuk Penelitian Psikologi dan Penelitian. Jakarta: Lembaga Penerbit Fakultas Ekonomi UI.Sugiyono. 2008. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung : Alfabeta.Sugiyono. 2011. Statistika Untuk Penelitian. Bandung: Alfabeta.Sukmadinata, 2006. Metode Penelitian Pendidikan. Bandung : Remaja Rosdakarya.Supranto, J. 2006. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar. Jakarta : PT. Rineka Cipta.Tjiptono, Fandy, 2005, Pemasaran Jasa, Malang : Bayumedia.Tjiptono. Fandy, Service, Quality & Satisfaction, Andi Offset, Yogyakarta, 2007.Valarie A. Zeithaml & Mary Jo Bitner. 2008., Service Marketing. The McGraw Hill Companies, Inc.Winarno. Surakhmad, 1998. Metode Penelitian. Jakarta : Graha Indonesia.Zeithaml dan Bitner, 2000. Service Marketing : Integrating Customer Focus Across the Firm, Graw Hill.