Pengaruh Kualitas Pelayanan, Empati, Dan Daya Tanggap karyawan Terhadap Kepuasan Nasabah (Studi Kasus Pada Perusahaan Jasa PT. BPR KRIAN WIJAYA, Krian)

Triana Djewahan, Margaretha (2012) Pengaruh Kualitas Pelayanan, Empati, Dan Daya Tanggap karyawan Terhadap Kepuasan Nasabah (Studi Kasus Pada Perusahaan Jasa PT. BPR KRIAN WIJAYA, Krian). Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Abstract

Customer satisfaction is a top priority of the company engaged in services. Where the sharpening of competition there, then the company should be able to survive and compete to provide something different that can make customers feel satisfied or disappointed. Under these conditions, the study was conducted to determine how much influence the quality of care, empathy, and responsiveness of employees towards customer satisfaction. The research was carried out at PT. BPR Krian wijaya. Techniques digubakan in the sampling in this study was proportionate stratified random sampling. Where the number of samples taken by 74 samples or respondent. Data analysis methods used are quality test data consisting of validity and reliability testing; classical assumption test which consists of test for normality, multicollinearity and heteroscedasticity test; hypothesis testing consists of testing multiple linear regression analysis, T test, F test, and assay coefficient of determination (R2) with an error rate of 5% or 0.05. calculation of these statistics using SPSS. Based on the results of this research is that the variable quality of the customer, employee responsiveness emapti and positive effect on customer satisfaction PT. RB Krian Wijaya. The variable that gives the most impact is the responsiveness of employees (X3), followed by empathy variables (X2) and the variable quality of service (X1). R2 = 0.861 also showed that 86.1% customer satisfaction variables influenced by variable responsiveness of employees (X3), empathy (X2) and quality of service (X1), while 13.9% is influenced by other variables not examined.

Item Type:

Thesis (Undergraduate)

Contributors: