PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN TINGKAT LABA PADA PD. BPR-BKK JEPARA

ARISTIANA, MELINA ITA (2010) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN TINGKAT LABA PADA PD. BPR-BKK JEPARA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    The objectives of research are to (1) find out the effect of serice quality on the customer satisfaction in PD. BPR-BKK JEPARA, (2) find out service quality factor with the most significant effect on the customer in PD. BPR-BKK JEPARA, (3) find out the effect of service quality dimension on profit level obtained by PD. BPR-BKK JEPARA. This research employed descriptive quantitative method. The population was all service users of PD. BPR-BKK JEPARA, the sample was taken using purposive sampling consisting of 50 corespondents. Techniques of collecting data used were (1) primary data obtained by distributing questionnair e to the service user of PD. BPR-BKK JEPARA. (2) The secondary data included the documentation encompassing data on PD. BPR-BKK Jepara and financial statement plublication of PD. BPR-BKK JEPARA. The data analysis was done using instrumentes that was emploeyed to find out the instrument validity and reliability, normality, linierity, multicolinierity, multiple regression, and statistical significance test as well as relative and effective contribution. From the result of research, it can be concluded that (1) service quality consisting of reliability, responsiveness, assurance, empaty, and tangible affect significantly the customer satisfaction. Based on the result of regretion analysis the regretion equation Y=2.26 + 0.64X1 + 0.17X2 + 0.52X3 + 0.44X4 + 0.63X5 is obtained. The result of significance test analysis on the multiple corelation coefficient between X1, X2, X3, X4, and X5 on Y at significance level of 5% provides F statistic of 3.9882. The result of such research proves to be consistent with the propused hypothesis that there is positive and significant effect of service quality on the customer satisfaction level in PD. BPR-BKK JEPARA. (2) reliebility variable meaning to give service reliably consistent with the promise accurately and dependebly is the variable the customer of in PD. BPR-BKK JEPARA considers as the most important variable and the one with most dominant effect on the customer satisfaction. It can be seen from the reliebility variable coeffisient of 0.64 higher than that of other service quality variable and reliability is the one having highest relitive contribution on the customer satisfaction, 35.78%. The result of such research proves to be consistent with the propused hypothesis that the reliability aspect is the service quality dimension with the most dominant effect on the customer satisfaction. (3) service quality consisting of reliability, responsiveness, assurance, empaty, and tangible affect significantly the profit level of 2009. Based on the result of regretion analysis the regretion equation Y=628403494.9 + 10600198X1 + 8578313X2 + 8885392X3 + 8375359X4 + 13557294X5 is obtained. The result of significance test analysis on the multiple corelation coefficient between X1, X2, X3, X4, and X5 on Y at significance level of 5% provides F statistic of 0.010988. The result of such research proves to be consistent with the propused hypothesis that there is positive and significant effect of service quality on the profit level in PD. BPR-BKK JEPARA.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    L Education > L Education (General)
    Divisions: Fakultas Keguruan dan Ilmu Pendidikan
    Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Ekonomi
    Depositing User: Andika Setiawan
    Date Deposited: 18 Jul 2013 18:58
    Last Modified: 18 Jul 2013 18:58
    URI: https://eprints.uns.ac.id/id/eprint/6777

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