ANALISIS PENGARUH KUALITAS PELAYANAN DENGAN KEPUASAN DEBITUR MODAL KERJA DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING PADA PT. BANK CENTRAL ASIA KANTOR CABANG SOLO Tbk

Yasmaniar, Variana Hotnida (2008) ANALISIS PENGARUH KUALITAS PELAYANAN DENGAN KEPUASAN DEBITUR MODAL KERJA DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING PADA PT. BANK CENTRAL ASIA KANTOR CABANG SOLO Tbk. Masters thesis, Universitas Sebelas Maret.

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Abstract

This research aimed to know: 1) influence between of service quality dimension variable such as tangibles, reliability, responsiveness, assurance and emphaty with customer satisfaction debitur in Bank Central Asia of Branch Solo, 2) influence between of trust with customer satisfaction debitur in Bank Central Asia of Branch Solo, 3) influence between of service quality with customer satisfaction debitur in Bank Central Asia of Branch Solo with trust as intervening variable. This research was conducted in Bank Central Asia of Branch Solo with used population amount 560 debitur and used sample with amount 100 respondent. Sample method with proportional cluster random sampling. Data colecting used questioner, interview, observation dan documentation, while data analysis technique that used instrument test consist validity test and reliability test; classic assumption test consist multicolinearity test, heteroscedastisity test, autocorrelation test dan normality test; hirarchical regression analysis; statistic test consist t test, F test, dan determination coefficient. The results show that: 1) service quality dimension such as tangibles, reliability, responsiveness, assurance dan emphaty influence with customer satisfaction debitur in Bank Central Asia of Branch Solo; 2) the influence between of trust with customer satisfaction debitur in Bank Central Asia of Branch Solo; 2) the influence between service quality dimension such as tangibles, reliability, responsiveness, assurance dan emphaty with customer satisfaction debitur in Bank Central Asia of Branch Solo with trust as intervening variable. Key word: tangibles, reliability, responsiveness, assurance, emphaty, trust and customer satisfaction debitur

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