PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BNI, BRI, BANK MANDIRI DAN BCA DI BEKASI

  • Rahmi Rosita Politeknik LP3I Jakarta
Keywords: service quality, customer statisfaction

Abstract

Banking institutions is an important instrument for Governments in controlling the financial and monetary policy in stabilising and increasing economic growth. As a service company, the bank sued the more professional, trustworthy and superior in service as well as the customer desires can compensate for the changes effectively. The purpose of this research is to know the: (1) the influence of the quality of service to the satisfaction of the Bank customers of BNI.BRI,bank Mandiri and BCA., (2) the most dominant factor of the quality of service variables. This study used a survey method. Processing techniques and data analysis with multiple linear regression analysis and hypothesis testing with the help of SPSS statistical program. The results showed that: (1) the quality of service factor effect customer satisfaction significantly of the Bank BNI, BRI, Bank Mandiri and BCA in Bekasi. (2) the five factors of the variable quality of service i.e. Tangibles (physical evidence), Reliability (reliability), Responsiveness (quick response), Assurance (assurance), and Emphaty (empathy) together and partially effect significantly to customer satisfaction variable, with the most dominant factor is variable Assurance (assurance).

References

Anderson, Eugene W. . Customer Statisfaction and Word of Mouth. 1988.
Bitner et al : Pasuraman et al.., “Relationship Between Online Service Quality And Customer Statisfaction”. A Study in Internet Banking Departement of Bussines Administration and Social Sciences Division of Industrial Marketing and e-commerce, Lulea University of Tecnology. 2005.
Luck, David. J.. Marketing Strategy. The Free Press. New York. 1986.
Fandy Tjiptono : Strategi Pemasaran, Edisi Kedua. Andi, Yogyakarta. 2002.
Handi, Irawan :10 Prinsif Kepuasan Pelanggan, PT Elex Media Komputindo, Jakarta, 2002.
J. Suprantodan Nandan . Statistika Ekonomi dan Bisnis. Mitra Wacana Media. Jakarta. 2010.
Kasmir. Dasar-Dasar Perbankan. Raja Grafindo Persada. Jakarta. 2005.
Kotler, Philip. Manajemen Pemasaran, Alih Bahasa : Benyamin Molan. Indeks. Jakarta. 2007.
Parasuraman, A., Zewithaml, V.A., dan Berry, L.L.,”SERVQUAL:A Multiple –Item Scale for Measuring Consumer Perception of Service Quality”. Journal of Retailing, 1988, Vol. 64.No. 1: 12.
Rangkuti, Fredy : Measuring Customer Statisfaction, “Gaining Customer Relationship Strategy”, Gramedia Pustaka Utama, Jakarta, 1997.
Rangkuti, Freddy. Riset Pemasaran. Gramedia Pustaka. Jakarta. 2004.
Saura, I.G., Deltoro, M.F..” The Value of B2B Relationships”. Industrial Management & Data Systems, Vol. 109, No 5: 593-609.
Sugiyono. Metode Penelitian Bisnis, Cetakan Keenam. Alfa Beta. Bandung. 2004.
Published
2015-08-21
Section
Artikel