THE ANALYSIS OF THE EFFECT OF THE ATM (AUTOMATED TELLER MACHINE) SERVICE DIMENSIONS ON CUSTOMERS SATISFACTION AT PT BANK PEMBANGUNAN DAERAH JAWA TENGAH BRANCH OFFICE OF KUDUS

Keunis

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Title THE ANALYSIS OF THE EFFECT OF THE ATM (AUTOMATED TELLER MACHINE) SERVICE DIMENSIONS ON CUSTOMERS SATISFACTION AT PT BANK PEMBANGUNAN DAERAH JAWA TENGAH BRANCH OFFICE OF KUDUS
 
Creator Fitriyani, Dhiah
Sunindyo, Aris
Muslikh, Moh.
 
Subject
Customers Satisfaction; Dimensions of Service Quality; Tangibles; Reliability; Responsiveness; Assurance; Empathy
 
Description This research aims to identify factors - factors the quality of service that consists of tangible, reliability, responsiveness, assurance, empathy to customer satisfaction PT. Bank Pembangunan Daerah Jawa Tengah Branch Office of Kudus. The population of this research is all of the customers at PT. Bank Pembangunan Daerah Jawa Tengah Branch Office of Kudus. The sampling technique uses the Accidental Sampling Method amounting to 100 customers. The data used in this research is the primary data obtained through the distribution of questionnaires. The data analysis model uses the Multiple Linear Regression Analysis Model. Meanwhile, data analysis techniques use the Statistical F Test, Coefficient of Determination (R2), and statistical t-Test.The results of t test are obtained the effect of variable responsiveness, assurance and empathy that significantly influence customer satisfaction of PT Bank Pembangunan Daerah Jawa Tengah Kudus Branch Office. Meanwhile reliability and tangible have no significant effect. In F test, it is found that the dimension of ATM Service quality tangible, reliability, responsiveness, assurance, and empathy simultaneously have significant effect on the satisfaction of customers of the Central Java Regional Development Bank of the Branch Office
 
Publisher Jurusan Akuntansi Politeknik Negeri Semarang
 
Contributor
 
Date 2020-12-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.polines.ac.id/index.php/keunis/article/view/2133
10.32497/keunis.v8i1.2133
 
Source KEUNIS; Vol 8, No 1 (2020): JANUARI 2020; 35-49
2714-7274
2302-9315
10.32497/keunis.v8i1
 
Language eng
 
Relation https://jurnal.polines.ac.id/index.php/keunis/article/view/2133/106939
 
Rights Copyright (c) 2020 KEUNIS
http://creativecommons.org/licenses/by-sa/4.0
 

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