Pengaruh dimensi kualitas pelayanan terhadap kepuasan nasabah kredit perorangan pada pd. Bpr bank daerah kabupaten karanganyar

Prasetyo, Eryanto Budi (2008) Pengaruh dimensi kualitas pelayanan terhadap kepuasan nasabah kredit perorangan pada pd. Bpr bank daerah kabupaten karanganyar. Masters thesis, Universitas Sebelas Maret.

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Abstract

This research aimed to know: 1) effect between service quality dimension variable that is dimension of reliability, responsiveness, emphaty, assurance and tangibles partially toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency, 2) effect between service quality dimension variable that is dimension of reliability, responsiveness, emphaty, assurance and tangibles simultan toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency, 3) effect dominant variable from five service quality dimension that is dimension of reliability, responsiveness, emphaty, assurance and tangibles partially toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency. This research carry out PD. BPR Bank of Karanganyar Regency with use population amount 6.815 people and used sample with amount 100 people. Sample method with proportional cluster random sampling. Data source used primary data and secondary data, while data analysis technique that used instrument test consist validity test and reliability test; multiple linier regression analysis; classic assumption test consist multicolinearity test, heteroscedastisity test, autocorrelation test dan normality test; statistic test consist t test, F test, dan determination coefficient. The result show are as bellow: 1) reliability, responsiveness dan tangibles influence positive toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency, and than emphaty and assurance not influence significant toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency; 2) Influence of simultan between reliability, responsiveness, emphaty, assurance and tangibles partially toward customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency, 3) determination coefficient show that result 0,351, this main variation proportion variable reliability, responsiveness, emphaty, assurance and tangibles influence variation variable customer satisfaction credit individually in PD. BPR Bank of Karanganyar Regency 35,1%, while its remain 64,9 % illustrate present other independent variable which not explained within this model, such as customer trust and customer complaint. Key word: reliability, responsiveness, emphaty, assurance, tangibles, customer satisfaction.

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