Date: 20-09-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

ANALISA KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BANK

Detail
Author Sonya Bangkit Iswara
Category Manajemen Pemasaran

Abstract

This study was intended to find out the relationship of the service quality and customer satisfaction in BTPN KC Blitar and investigate the most dominant factor of the service quality variables. The researcher used accidental sampling method in determining the sample for this study. The data analysis used in this study was Multiple Linier Regression. The result showed that the service quality simultaneously affect the customer satisfaction in BTPN KC Blitar. This study also found out five variables of the service quality were partially affect the customer satisfaction in BTPN KC Blitar. Those are reliability, responsiveness, assurance, empathy, and tangible.