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

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