PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA CABANG UTAMA JAMBI

Nawang Wulan, 1900861201202 (2023) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK NEGARA INDONESIA CABANG UTAMA JAMBI. skripsi thesis, Universitas Batanghari Jambi.

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Abstract

ABSTRACT (NAWANG WULAN/ 1900861201202 / 2023 / THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. BANK NEGARA INDONESIA CABANG UTAMA JAMBI / SUPERVISOR I AKHMAD IRWANSYAH S, SE, MM / SUPERVISOR II DENNY ASMAS, SE, MSi.) Service quality plays a very important role in customer satisfaction. Therefore, the purpose of this research is to describe the Service quality and customer satisfaction, and to find out and analyze the effect of service quality on customer satisfaction in PT. Bank Negara Indonesia Cabang Utama Jambi. Research methods in this study is descriptive and quantitative method. Data analyze use SPSS Ver 22 and using models simple linier regression with result of count Y = 0,676+0,567X+e. The test of determination with R2 of 39,1%. T test by comparison tcount 4,936 > ttable 1,66055 then Ho accepted Hi be. Rejected. To analyze the effect of consumer service quality on customer satisfaction on PT. Bank Negara Indonesia Cabang Utama Jambi. The distribution of questionnaires with a population of 14.014 people in 2022, then the formula used to find samples according to Sugiyono (2013:56) so that the sample in this study amounted to 100 people respondent. Service quality regression coefficient (X) is 0,567, meaning that service quality(X) has increased by 1%, so customer satisfaction(Y) PT. Bank Negara Indonesia Cabang Utama Jambi. The coefficient of determination is known from the value of R2=0,391 (39,1%) which means thatservice quality(X) is able to explain customer satisfaction (Y) at the PT. Bank Negara Indonesia Cabang Utama Jambi that is equal to 39,1% and the remaining 60,9% is influenced by other variables. Not investigated in this study. Based on t-test, t-count value is 4,936 and the t-table is 1,66071. From the comparison results, it can be seen that the test by comparison tcount 4,936 > ttable 1,66055 then Ho accepted Hi be. Rejected. Meaning that consumer service quality affect customer satisfaction at PT. Bank Negara Indonesia Cabang Utama Jambi. Keyword : Service Quality, Customer Satisfaction

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