Faktor-Faktor Jasa Pelayanan yang Memengaruhi Kepuasan Konsumen di Bank Pembangunan daerah Bali
Abstract: This research had
been done in Bank Pembangunan Daerah Bali which is in the several branches have
reduction of consumers saving percentage. In early of 2014, the asset position
of BPD Bali was Rp. 14.763.000.000.000,00. But in facts said that the quantity
of consumers saving have a significant reduction. It means, there are many
consumers of Bank Pembangunan Daerah Bali are not satisfied with the services
of the bank. The research goal is to find the empirical data about how much
factors of service’s contribution to the consumers satisfaction of Bank
Pembangunan Daerah Bali.
This research used quantitative research method. The analysis method used
discriminant analysis. The subject of the research is the consumers of Bank
Pembangunan Daerah Bali, which have been chosen from 3 branches, those are Mangupura branch, Denpasar (Gajah Mada)
branch, and Klungkung branch. Criterias of the subject are the consumers which
in 20 until 60 years old and had been the consumers of Bank Pembangunan Daerah
Bali more than a year. The technique of data collection is giving the
questionaire of the consumers satisfaction scale to the consumers who are
qualified.
The result or the research show that there are three factors of services
which has contribution to the satisfaction of Bank Pembangunan Daerah Bali
consumers. Those factors are the physical evidence of service, responsiveness
of service, and perception factor. The service factors that has the biggest
contribution to the consumers satisfaction is physical evidence of service with
relative contribution in the mount of 87,6%, it followed by the perception
factors with relative contributin as big
as 38,6%, and responsiveness of service with relative contribution in the mount
of 30.8%. Believed that three aspects could predict the satisfaction level of
the consumer together, with the same effective contribution as big as 52,6%.
Penulis: Dewa Ayu Novitasari
Berata, Supriyadi
Kode Jurnal: jppiodd160040
