PENGARUH TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE DAN EMPHATY TERHADAP KEPUASAN NASABAH PT BANK PAPUA CABANG SURABAYA

Amisim, Yulius (2018) PENGARUH TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE DAN EMPHATY TERHADAP KEPUASAN NASABAH PT BANK PAPUA CABANG SURABAYA. Undergraduate thesis, Universitas Katolik Darma Cendika.

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Abstract

Banking is an institution that carries out three main functions in running a financial operational system, such as receiving fund deposits (funding),channeling funds (lending) and providing financial services (service). Banks are business entities that collect funds from the public in the form of deposits and channel them to the public in the form of credit or other forms in order to improve the standard of living of the people. PT Bank Papua is a state-owned government bank whose funds are collected from the regional government and the community, just like the banking system in general. This study aims to determine the effect of tangibles, reliability, responsiveness, assurance and empathy on customer satisfaction of PT Bank Papua Surabaya Branch. The type of research used is a quantitative method approach. The population in this study were customers of PT Bank Papua Surabaya Branch using a sample of 125 respondents. Data processing using SPSS version 16 analysis. The results showed that tangibles, reliability, responsiveness, assurance and simphaty have a positive effect on customer satisfaction with the regression equation as follows: Y = 0,328 + 0,186X1 + 0,356X2 + 0,029X3 + 0,344X4 + 0,498X5. The test results of the coefficient of determination (R) show that tangibles, reliability, responsiveness, assurance and empathy contribute strongly to customer satisfaction by 0.673 (67.3%) while the remaining amount is 0.327 ( 32.7%) is influenced by other variables that cannot be explained in this study. The results of the t test shows that the significant value is emphaty (X5) (0,000 < 0,05), reliability (X2) (0,002 < 0,05), assurance (X4) (0,016 < 0,05) dan tangibles (X1) (0,039 < 0,05) have a significant effect on customer satisfaction of PT Bank Papua Surabaya Branch, meaning that H0 is rejected and H1 is accepted. While the significant value of responsiveness (X3) (0,823 > 0,05) does not affect the customer satisfaction of PT Bank Papua Surabaya Branch, meaning that H0 is accepted and H1 is rejected.

Item Type:

Thesis (Undergraduate)

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