PENGARUH DIMENSI KUALITAS PELAYANAN JASA TERHADAP KEPUASAN NASABAH
ABSTRACT: The analysis
results which could
be reported are:
(1) The questionnaire of
all variables are
valid and the
variability’s result is reliable, (2) The result of classical
assumption test show that the model is no multicolinierity, no
heteroskedasticity, no autocorrelation and the residual is normal. Results of
t test indicate
that (1) the
reliability dimension of service
quality has a
significantly positive effect
on customer satisfaction, thus
supporting hypothesis 1; (2) the
responsiveness dimension of service
quality has a
significantly positive effect
on customer satisfaction, thus supporting hypothesis 2; (3) the
assurance dimension of service
quality has a
significantly positive effect
on customer satisfaction, thus
supporting hypothesis 3;
(4) the empathy dimension of
service quality has a significantly
positive effect on customer
satisfaction, thus supporting
hypothesis 4; (5)
the tangibles dimension of
service quality has a significantly
positive effect on customer satisfaction, thus supporting
hypothesis 5. (6) Dimension’s of service
quality (reliability, responsiveness ,assurance,
empathy, dan tangibles) has
a significantly effect
in a simultaneous
on customer satisfaction, thus
supporting hypothesis 6; (7) the
responsiveness of service quality
has most dominant
influence to customer
satisfaction, thus supporting hypothesis 6. Coefficient
determination test is
Adjusted R2 =
0,385; it means that
the influence of
reliability, responsiveness, assurance,
empathy, dan tangibles variables are explain as 38.5% to customer
satisfaction only, further more influenced by the other variables.
Keywords: service quality,
reliability, responsiveness, assurance, empathy, and tangibles, consumer
satisfaction
Penulis: Untung Sriwidodo, Rully
Tri Indriastuti
Kode Jurnal: jpmanajemendd100128
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