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description Journal article public E-Journal Widya Ekonomika

Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Bni, Bri, Bank Mandiri dan Bca di Bekasi

Rahmi Rosita
Published 2015

Abstract

: Banking institutions is an important instrument for Governments in controlling the financial and monetary policy in stabilising and increasing economic growth. As a service company, the bank sued the more professional, trustworthy and superior in service as well as the customer desires can compensate for the changes effectively. The purpose of this research is to know the: (1) the influence of the quality of service to the satisfaction of the Bank customers of BNI.BRI,bank Mandiri and BCA., (2) the most dominant factor of the quality of service variables. This study used a survey method. Processing techniques and data analysis with multiple linear regression analysis and hypothesis testing with the help of SPSS statistical program. The results showed that: (1) the quality of service factor effect customer satisfaction significantly of the Bank BNI, BRI, Bank Mandiri and BCA in Bekasi. (2) the five factors of the variable quality of service i.e. Tangibles (physical evidence), Reliability (reliability), Responsiveness (quick response), Assurance (assurance), and Emphaty (empathy) together and partially effect significantly to customer satisfaction variable, with the most dominant factor is variable Assurance (assurance).

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  • get_app 2312 downloads