Pengaruh Kualitas Pelayanan Bank BTN Terhadap Kepuasan Nasabah Dengan Physical Evidence Sebagai Variabel Moderating (Studi Kasus Pada KPM PKH di Kecamatan Koroncong Kabupaten Pandeglang Provinsi Banten)

Jurnal Riset Bisnis dan Manajemen Tirtayasa

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Title Pengaruh Kualitas Pelayanan Bank BTN Terhadap Kepuasan Nasabah Dengan Physical Evidence Sebagai Variabel Moderating (Studi Kasus Pada KPM PKH di Kecamatan Koroncong Kabupaten Pandeglang Provinsi Banten)
 
Creator Hayati, Hayati; Program Pascasarjana Magister Manajemen Universitas Sultan Ageng Tirtayasa
 
Subject Manajemen Pemasaran
Customer Satisfaction; Physical Evidence; Service Quality
 
Description The aims of study were to analyze the effect of BTN Bank service quality on customer satisfaction on KPM PKH in Koroncong Sub-district, analyze the effect of physical evidence on customer satisfaction on KPM PKH in Koroncong Sub-district, and analyze the effect of service quality on customer satisfaction with physical evidence as moderating variable. Proportional sampling method is applied to obtain 95 respondents, then analyzed by SEM-PLS. The result showed that service quality and physical evidence have positive effect and significant on customer satisfaction, but physical evidence does not moderate the effect of service quality on customer satisfaction on KPM PKH in Koroncong Sub-district, Pandeglang Regency.
 
Publisher Magister Manajemen - Universitas Sultan Ageng Tirtaysa
 
Contributor
 
Date 2020-05-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.untirta.ac.id/index.php/JRBM/article/view/9607
10.48181/jrbmt.v4i1.9607
 
Source Jurnal Riset Bisnis dan Manajemen Tirtayasa; Vol 4, No 1 (2020); 27-35
2599-0837
10.48181/jrbmt.v4i1
 
Language eng
 
Relation https://jurnal.untirta.ac.id/index.php/JRBM/article/view/9607/pdf_23
 
Rights Copyright (c) 2020 Jurnal Riset Bisnis dan Manajemen Tirtayasa
http://creativecommons.org/licenses/by/4.0
 

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