Pengaruh kualitas layanan terhadap kepuasan nasabah perbankan yang terdaftardi LQ 45 periode 2014 – 2016
Info Katalog
File Repositori
Nomor Panggil : 2017_TA_AK_023122162
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Hotman Tohir Pohan
Subyek : Customer satisfaction variable;Multiple linear regression analysis
Kata Kunci : customer satisfaction variabel, physical existence variable, the variable reliability
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2017_TA_AK_023122162_Halaman-judul.pdf | ||
| 2. | 2017_TA_AK_023122162_Bab-1.pdf | -1 | |
| 3. | 2017_TA_AK_023122162_Bab-2.pdf |
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| 4. | 2017_TA_AK_023122162_Bab-3.pdf |
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| 5. | 2017_TA_AK_023122162_Bab-4.pdf |
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| 6. | 2017_TA_AK_023122162_Bab-5-.pdf |
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| 7. | 2017_TA_AK_023122162_Daftar-Pustaka.pdf | ||
| 8. | 2017_TA_AK_023122162_Lampiran.pdf |
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P ersaingan di dunia bisnis saat ini semakin ketat. Hal ini juga dirasakan para pelaku bisnis di bidang perbankan yg dituntut untuk mempunyai kualitas pelayanan yang lebih baik sehingga mampu memuaskan kepuasan nasabahnya.Penelitian ini bertujuan untuk menganalisis seberapa besar pengaruh kualitas pelayanan terhadap kepuasan nasabah perbankan yang terdaftar di LQ45 periode 2014-2016, untuk menganalisis dimensi kualitas pelayanan yang paling berpengaruh terhadap kepuasan nasabah, dan bank yang paling memberikan kepuasan nasabah tertinggi. Bank-bank yang terdaftar di LQ45 periode 2014-2016 adalah Bank Mandiri, Bank Central Asia (BCA), Bank Negara Indonesia (BNI), Bank Rakyat Indonesia (BRI), dan Bank Tabungan Negara (BTN). Setelah mengetahui telaah literatur terkait, dalam penelitian ini ditetapkan variabel penting yang diduga kuat mempengaruhi kepuasan nasabah yaitu wujud fisik (tangibles), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance) dan kepedulian (empathy). Oleh karena itu pemahaman terhadap pengaruh antara wujud fisik (tangibles), kehandalan (reliability), jaminan (assurance), daya tanggap (responsiveness), dan kepedulian (empathy) dengan variabel-variabel yang mempengaruhinya dapat dipandang sebagai basis strategi bagi pengembangan kepuasan nasabah.Sampel dalam penelitian ini adalah 100 orang yang terdiri dari 20 nasabah Bank Mandiri, 20 nasabah BCA, 20 nasabah BNI, 20 nasabah BRI, dan 20 nasabah BTN yang terdapat di Mall Kalibata City Square. Sampel dilakukan secara acak dengan menggunakan teknik pengambilan sampel sampling aksidental dan kemudian dilakukan analisis terhadap data yang diperoleh dengan menggunakan analisis data secara kuantitatif dan kualitatif. Analisis kuantitatif meliputi: uji validitas dan realibilitas, uji asumsi klasik, analisis regresi berganda, pengujian hipotesis melalui uji t dan uji F, serta analisis koefisien determinasi (R2). Analisis kualitatif merupakan interpretasi dari data-data yang diperoleh dalam penelitian serta hasil pengolahan data yang sudah dilaksanakan dengan memberi keterangan dan penjelasan.Data-data yang telah memenuhi uji validitas, uji reliabilitas dan uji asumsi klasik diolah sehingga menghasilkan persamaan regresi sebagai berikut:Y = -6,418 + 0,301X1+ 0,260X2 + 0,351X3 + 0,209X4 + 0,298X5Dimana variabel Kepuasan Nasabah (Y), variabel Wujud Fisik (X1), variabel Kehandalan (X2), variabel Jaminan (X3), variabel Daya Tanggap (X4), dan variabel Kepedulian (X5). Pengujian hipotesis menggunakan uji t menunjukkan bahwa kelima variabel independen yang diteliti terbukti secara signifikan berpengaruh secara parsial terhadap variabel dependen Kepuasan Nasabah. Kemudian melalui uji F dapat diketahui bahwa variabel Wujud Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Kepedulian secara simultan berpengaruh terhadap variabel dependen Kepuasan Nasabah. Angka Adjusted R Square yaitu sebesar 0,526 yang menunjukkan bahwa antara wujud fisik, kehandalan, daya tanggap, jaminan, dan empati mampu menjelaskan secara bersama-sama terhadap kepuasan nasabah bank-bank yang terdaftar di LQ45 periode 2014-2016 sebesar 52,60%, sedangkan sisanya dipengaruhi oleh variabel lain yang tidak diteliti, seperti promosi, suku bunga dan lain-lain.
C ompetition in today\'s business world is increasingly tight. It is also felt among business people in banking who are required to have a better quality of service.This study aims to research how much influence the quality of service to customer satisfaction banks that listed in LQ45 period 2014-2016, to research the dimension of service quality that have big influence to customer satisfaction, and to know the bank that have big customer satisfaction. Banks that listed in LQ45 period 2014 until 2016 are Bank Mandiri, Bank Central Asia (BCA), Bank Negara Indonesia (BNI), Bank Rakyat Indonesia (BRI), and Bank Tabungan Negara (BTN). After knowing the related literature review, in this study established important variables that affect customer satisfaction is strongly suspected that the physical appearance (tangibles), reliability, security (assurance), responsiveness, and concern (empathy). Therefore, understanding the influence of physical appearance (tangibles), reliability, security (assurance), responsiveness, and concern (empathy) with the variables that influence it can be viewed as a strategic base for the development of customer satisfaction.The sample in this study were 100 people consists of 20 customer in Bank Mandiri, 20 customer in BCA, 20 customer in BNI, 20 customer in BRI, and 20 customer in BTN at Mall Kalibata City Square. The sample randomly conducted using an accidental sampling technique was then performed sampling and analysis of data obtained by using the analysis of quantitative and qualitative data. Quantitative analysis includes: test validity and reliability, the classical assumption test, multiple regression analysis, hypothesis testing via t test and F test, and analysis of the coefficient of determination (R2). Qualitative analysis is an interpretation of the data obtained in this study and the results of data processing that have been implemented by giving a description and explanation.Data that have met the test of validity, test reliability and test the assumptions of classical processed resulting regression equation as follows:Y = -6,418 + 0,301X1+ 0,260X2 + 0,351X3 + 0,209X4 + 0,298X5Where Customer Satisfaction variable (Y), Physical Existence variable (X1), the variable reliability (X2), Assurance variable (X3), the variable Power Response (X4), and variable Concern (X5). Testing the hypothesis using the t test showed that the five independent variables under study is found to significantly affect the dependent variable partially on Customer Satisfaction. Then through the F test can be seen that the variables of Physical Existence, Reliability, Power Response, Security, and concerns simultaneously influence the dependent variable. Figures Adjusted R Square is equal to 0.526 which shows that between the physical form, reliability, responsiveness, assurance, and empathy are able to explain jointly against a bank customer satisfaction that listed in LQ45 period 2014 until 2016 of 52.60%, while the rest is influenced by other variables that not examined, such as promotions, interest rates and others.
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