PENGARUH PELAYANAN TERHADAP KEPUASAN NASABAH PADA KANTOR PT BANK BCA CABANG LUBUKLINGGAU

Penulis

  • Ronal Aprianto Sekolah Tinggi Ilmu Ekonomi Musi Rawas

DOI:

https://doi.org/10.36982/jiegmk.v7i1.162

Abstrak

The goal of this research was to know the effect of service on customers satisfaction in BCA Bank Lubuklinggau. The Population of this research was an of the customers which used Electronic Data Capture (EDC) in BCA Bank Lubuklinggau it was 65 persen in 2014, which each month the customer less that 5-6 persen. In this research all of the population used as sample (saturated sample) 65 persen  used  Electronis Data Capture (EDC) Transaction on BCA Bank Lubuklinggau branch. The accidental sampling is used in taking the sample in this research. It was a technioue taking the data in accidental way to make this research easy. In this reseach the technique of data analysis ware vallidity and reability. The asumtion test, reabilitas test and normalitas test regretion clasis aquatio liniear coefisien corelation test and partial test. The result of regretion aquation Y=12,062 + 0,759X . The result of coefisien corelation calculation know the B value was 0,718. It meant that the corelation between service and customer satisfaction in BCA Bank Lubuklinggau was strong. While R2  or determination coefisien was 0,516 or 51,6 % it meant the magmitudt effect of service to the customer satisfaction was 51,6%. While the rest west 48,4 % be effecfeel by the other variables, whish was not include in the  research sush as product, servise, rate of  bank, etc. From the calculation can get the result 8,198 more bigger ttabel  = 1,960. Result t test show Ho rejected and Ha  accepted, its mean variable servicesignificant effect to  satisfaction on pt bank bca branch office lubuklinggau.

 Key words :Servise and customers satisfaction

Biografi Penulis

Ronal Aprianto, Sekolah Tinggi Ilmu Ekonomi Musi Rawas

Program Studi Ekonomi Manajemen

Referensi

Arbayah. 2013. Jurnal Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada PT. Mex Barlian Dirgantara Cargo Samarinda. Samarinda: Fisip-Unmul.

Amir Ibrahim, 2008. Teori dan Konsep Pelayanan Publik Serta Implementasinya. Bandung: Mandar Maju.

Hardiyansyah, 2011. Kualitas Pelayanan Publik (Konsep, Dimensi, Indikator dan Implementasinya. Yogyakarta: Gava Media.

Husein Umar, 2008. Metode Penelitian untuk Skripsi dan Tesis Bisnis Edisi Kedua. Jakarta: Rajawali Pers.

Nasution. 2004. Manajemen Jasa Terpadu. Bogor: Ghalia Indonesia.

Sugiyono, 2010. Statistika Untuk Penelitian, Bandung: Alfabeta.

Rambat Lupiyoadi dan A. Hamdani. 2001. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Ririn Tri Ratnasari dan Mastuti H. Aksa. 2011. Teori dan Kasus Manajemen Pemasaran Jasa. Bogor: Ghalia Indonesia.

Tjiptono Fandy, Chandra Gregorius, and Andriana Dadi. 2008. Pemasaran Strategi. Yogyakarta: Andi.

Tjiptono Fandy dan Chandra Gregorius. 2011. Service, Quality dan Satisfaction. Yogyakarta: Andi.

Unduhan

Diterbitkan

2016-12-30

Cara Mengutip

Aprianto, R. (2016). PENGARUH PELAYANAN TERHADAP KEPUASAN NASABAH PADA KANTOR PT BANK BCA CABANG LUBUKLINGGAU. Jurnal Ilmiah Ekonomi Global Masa Kini, 7(1), 11–18. https://doi.org/10.36982/jiegmk.v7i1.162

Terbitan

Vol 7 No 1

Bagian

Articles

Lisensi

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

 

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.

 

LP2M Indo Global Mandiri University has the right to multiply and distribute the article and every author is not allowed to publish the same article that has been published in this journal.