Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan ( Studi Pada Nasabah Prioritas PT. Aia Financial Cabang Malang, Jawa Timur )

Robby Nur Akbar • Zainul Arifin • Sunarti Sunarti
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • February 2016 Indonesia

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(Bahasa Indonesia, 8 pages)

Abstract

The purpose of this study is to determine and explain the influence of service quality variables which consist of Tangible, Reliability, Responsiveness, Assurance, and Empathy either jointly or individually to the Customer Satisfaction. The results of multiple linear regression analysis can be seen that the independent variables include Tangible, Realibility, Responsivness, Assurance, and Emphaty affect Costumer Satisfaction. This is indicated by the calculated probability Fvalue for 0,000 (p <0.05). The contribution of the five independent variables together to Costumer Satisfaction is 68,8%, while the remaining 41.2% are affected by other variables that not examined in this study. In this research it is known that independently these five independent variables which includes Tangible, Realibility, Responsivness, Assurance, and Emphaty all have a significant effect on the Costumer Satisfaction. The results also can be seen that the have a dominant influence on Costumer Satisfaction.

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Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more