ANALISIS PENGARUH DIMENSI PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH TABUNGAN BRI KANTOR CABANG KENDAL

Keunis

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Field Value
 
Title ANALISIS PENGARUH DIMENSI PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH TABUNGAN BRI KANTOR CABANG KENDAL
 
Creator Syara, Ayu Rosefiani
Handayani, Jati
 
Subject
Dimensions of Service Excellence; Customer Satisfaction
 
Description This study aims to determine the dimensions of service excellence consists of ability, attitude, appearance, attention, action, and accountability toward Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.Testing method of data that used in this study was to test the validity, reliability test, normality test, multicoloniarity, test heteroskedastisitas, autocorrelation test, test analysis linear multiple, F test, t test, and test the coefficient of determination (R2) which shows the can used to measure customer satisfaction savings.Multiple linear regression method yields customer satisfaction equation = -0,937 + 0,346Ability + 0.226Attitude + 0.179Appearance + 0.207Attention + 0,381Action + 0,294Accountability + e. In F test, it is found that the dimensions of service excellence Ability, Attitude, Appearance, Attention, Action, and Accountability simultaneously have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal. The result of t test is influence Ability, Attitude, Appearance, Attention Action, and Accountability have significant influence to Customer Satisfaction Savings at PT Bank Rakyat Indonesia (Persero) Tbk. Branch Office Kendal.
 
Publisher Jurusan Akuntansi Politeknik Negeri Semarang
 
Contributor
 
Date 2020-12-02
 
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/2113
10.32497/keunis.v8i2.2113
 
Source KEUNIS; Vol 8, No 2 (2020): JULI 2020; 135-146
2714-7274
2302-9315
10.32497/keunis.v8i2
 
Language eng
 
Relation https://jurnal.polines.ac.id/index.php/keunis/article/view/2113/106920
 
Rights Copyright (c) 2020 KEUNIS
http://creativecommons.org/licenses/by-sa/4.0
 

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