PENGARUH DIMENSI KUALITAS JASA TERHADAP LOYALITAS NASABAH PT. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pacitan

ERYANTINI , ENDAH IRA (2010) PENGARUH DIMENSI KUALITAS JASA TERHADAP LOYALITAS NASABAH PT. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pacitan. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    With emulation which so tighten in this time, quality of service have role which very have an effect on in banking service development. Maintaining become very matter necessary for service firm specially peripatetic banking in banking consumer. Making client remain to loyal especial weapon which must be conducted by bank, bank should be able to create insufficient loyalty only satisfaction, because satisfaction is not final purpose. Applying of Quality of good service will be able to gratify client and in the end will make loyal client. Owning client which loyal represent successful key and asset a bank because can improve profit. This research conducted to PT Bank Rakyat Indonesia (Persero) Tbk Pacitan office of branch. Formula Problem to be checked that is five dimension variable of quality of service (tangible, reliability, responsiveness, assurance, and empathy) having an effect on to BRI bank client loyalitas branch Pacitan and dimension of quality of service from is fifth dimension of quality of the service which most dominant influence BRI bank client loyalitas branch Pacitan. This research use survey method. Population from this research BRI bank client branch Pacitan. taken by Sampel counted 100 client people. used Sampling technique the non sampling probability with sampling purposive method and sampling convenience. This research use doubled linear regresi analysis. Conclusion this research : 1). There positive influence and signifikan between dimension of quality of service by together to PT client loyalitas. Bank Rakyat Indonesia (Persero) Tbk Pacitan office of branch. This Matter shown with F sig value = 0,000. 2). There positive influence and signifikan between dimension of quality of service by parsial to PT client loyalitas. Bank Rakyat Indonesia (Persero) Tbk Pacitan office of branch. This Matter shown with direct evidence t sig value = 0,000, reliability = 0,015, energy listen carefully = 0,000, guarantee = 0,001, and empathy = 0,005. 3). Dimension of[is quality of service owning strongest influence to PT client loyalitas. Bank People Indonesia (Persero) Tbk Pacitan office of branch direct evidence variable with t value equal to 4,126

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Manajemen
    Depositing User: Na'imatur Rofiqoh
    Date Deposited: 22 Jul 2013 22:44
    Last Modified: 22 Jul 2013 22:44
    URI: https://eprints.uns.ac.id/id/eprint/8298

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