SKRIPSI PBS

Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Konsumen Brilink Di Surakarta

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ABSTRACT

Banking services are bank products provided to the customers in order to
meet their demands. A bank must provide services that satisfy its customers in terms
of facilities, security, prompt and thorough service, ethics, and manners that
eventually comforting the customers who will conduct transactions. Bank BRI has
a program so-called BRILink to support out-of-office service and brings people
closer to banking services.
The purpose of this study was to determine the effect of tangible, reliability,
assurance and emphaty on BRILink customer satisfaction in Surakarta. The method
used in this research was Multiple Linear Regression. This study employed a
quantitative approach, with a questionnaire serving as the measurement tool. The
sample of this study was 100 respondents taken by purposive sampling technique.
The results revealed that there was no significant effect of the tangible
variable on BRILink customer satisfaction in Surakarta, with a probability value of
0.951. Meanwhile, the variables of reliability, assurance, and empathy had a
positive and significant effect on the BRILink customer satisfaction in Surakarta,
with a probability value of 0.036, 0.006, and 0.008 in order.
Keywords: Tangible, Reliability, Assurance, Emphaty, Service Quality, Customer
Satisfaction, BRILink

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.1 ANW a 22

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 103 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Perbankan Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Anwar Riwaldi

Versi lain/terkait

Lampiran Berkas

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