Penulis / NIM
NOSVITA DALIUWA / 261408083
Program Studi
S1 - MANAJEMEN
Pembimbing 1 / NIDN
SUPARDI NANI, SE., M.Si / 0017077601
Pembimbing 2 / NIDN
DJOKO LESMANA RADJI, S.Pd, M.Si / 0030017901
Abstrak
ABSTRAK
Nosvita Daliuwa, 2012. Judul Skripsi Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di PT. Bank Sulut Cabang Gorontalo. Dibawah Bimbingan Supardi Nani, SE., M.Si dan Bimbingan Djoko L. Randji, S.Pd., M.Si.
Tujuan penelitian ini adalah: mengidentifikasi pengaruh kualitas pelayanan terhadap kepuasan nasabah pada PT. Bank Sulut Cabang gorontalo. Penelitian ini dilakukan 3 bulan yaitu april sampai juni 2012. Metode pengambilan sampel dilakukan secara Convinience Sampling. Untuk penarikan sampel Nasabah Bank Sulut Cabang Gorontalo. Hasil pengujian Instrumen validitas menunjukan rhitung > rkritis artinya valid dan reliabitas berada diatas 0,6 artinya reliabel. Adapun hasil penelitian menunjukan analisis regresi berganda yaitu, Y = a + ?1X1 + ?2X2 + ?3X3 + ?4X4 + ?5X5 = 8,209 + (-0,065X1) + 0,252X2 + 0,213X3 + 0,199X4 + 0,287X5. Hasil uji t menunjukan kualitas pelayanan secara parsial berpengaruh positif terhadap kepuasan nasabah. Hasil uji F menunjukan bahwa kualitas pelayanan secara simultan berpengaruh positif terhadap kepuasan nasabah bank sulut, dimana nilai Pvalue 0,000 < 0,05. Koefisien determinasi (R2) menunjukan besarnya kontribusi 0,643 atau 64,3% dari kualitas pelayanan terhadap kepuasan nasabah, sedangkan sisanya yaitu 35,7% berupa kontribusi dari faktor-faktor lainnya yang tidak diteliti dalam penelitian ini.
Kata kunci: Kualitas Pelayanan, Kepuasan Nasabah.
ABSTRACT
Nosvita Daliuwa, 2012. The Effect Of Quality Service toward Customer Satisfaction at PT. Bank Sulut Of Gorontalo Branch. Supervisior : Supardi Nani, SE., M.Si; Co-Supervisior: Djoko L. Randji, S.Pd., M.Si.
The study aims to identify the effect of quality service toward customer satisfaction at PT. Bank Sulut Of Gorontalo Branch. The study was Carried out for theree months, from april to june 2012. The sampling for customers of Bank Sulut of Gorontalo Branch. The test results show the validity of the instrument rcount > rcriticial, means that valid and realibility is above 0,6 means reliable. The results of multiple regression analysis showed that, Y = a + ?1X1 + ?2X2 + ?3X3 + ?4X4 + ?5X5 = 8,209 + (-0,065X1) + 0,252X2 + 0,213X3 + 0,199X4 + 0,287X5. T test results show that quality service is partially having the positive effect on customer satisfaction. F test results showed that the quality service is simultaneously having the positive effect on customer satisfaction of Bank Sulut of Gorontalo Branch, where the value of P = 0.000 < 0.05. The determination coefficient (R2) indicates the contribution 0.643 or 64.3% of the quality of service to customer satisfaction, while the remaining 35.7% is in the from of contributions from other factors not examined in this study.
Key Word : Quality of service, Customer satisfaction.
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