Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Danamon Cabang Sudirman Bandung

Dinda Rifa Larasati, Cut Irna Setiawati

Abstract

ABSTRAK
Penelitian bertujuan untuk mengetahui bagaimana kualitas pelayanan pada Bank
Danamon Cabang Sudirman, mengetahui bagaimana kepuasan nasabah dan
mengetahui seberapa besar kualitas pelayanan berpengaruh terhadap kepuasan
nasabah. Metode penelitian dilakukan dengan metode kuantitatif, dengan teknik
pengumpulan data melalui penyebaran kuesioner dengan Penentuan responden
dipilih menggunakan teknik non-probability sampling. Teknik uji pengolahan data
dilakukan dengan uji regresi linier sederhana, uji koefisien determinasi dan uji
hipotesis.
Hasil penelitian menunjukkan bahwa kualitas pelayanan pada Bank Danamon
Cabang Sudirman dinyatakan cukup baik. Kepuasan nasabah pada Bank Danamon
Cabang Sudirman dinyatakan cukup tinggi. Kualitas pelayanan berpengaruh terhadap
kepuasan nasabah Bank Danamon Cabang Sudirman berdasarkan hasil uji statistik
yang menunjukkan Ho ditolak dan Ha diterima.
Kata kunci: kualitas pelayanan, kepuasan nasabah
ABSTRACT
This study aims to determine how the service quality at Bank Danamon Branch
Sudirman, knowing how customer satisfaction and knowing how much service
quality affects customer satisfaction. The research method is carried out by
quantitative methods, with data collection techniques through distributing
questionnaires with the determination of respondents selected using nonprobability sampling techniques. The data processing test technique was carried
out by using simple linear regression, the coefficient of determination and
hypothesis testing.
The results showed that the service quality at Bank Danamon, Sudirman Branch,
was quite good. Customer satisfaction at Bank Danamon, Sudirman Branch, is
quite high. Service quality has an effect on customer satisfaction at Bank Danamon,
Sudirman Branch, based on the results of statistical tests that show Ho is rejected
and Ha is accepted.
Key words: service quality, customer satisfaction

Full Text:

PDF

Refbacks

  • There are currently no refbacks.
max_upload :0