PENERAPAN ANALISIS KORELASI KANONIK PADA HUBUNGAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH
Abstrak: Customer satisfaction
is determined by the quality of customer service desired. Service quality of a company
are important viewed from a consumer standpoint. The purpose of this study is
(1) to determine dominant factors of the service quality by using factor
analysis and (2) to determine the relationship among service quality and
customer satisfaction by using canonical correlation analysis.The primary data
were obtained by distributing questionnaires. The sampling technique used was purposive
sampling with the number of respondents as much as 150 customers. Factor
analysis showed that the dominant factors in the quality of service is empathy
and the competence of company’s people with account for data variance as much
as 46,156%. Meanwhile, by usingcanonical correlation analysis we found that the
quality of service and customer satisfaction has close relationship, with the
canonical correlation value as much as 0.869.
Penulis: KADEK ANDREI PRABAWA,
NI LUH PUTU SUCIPTAWATI, DESAK PUTU EKA NILAKUSMAWATI
Kode Jurnal: jpmatematikadd170160
