Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di Pt. Bank Central Asia (Bca) Tbk Cabang Undaan Surabaya

Authors

  • Yulian Belinda Rahmawati STIE Perbanas Surabaya

DOI:

https://doi.org/10.26740/jaj.v6n1.p85-105

Keywords:

Responsiveness, Tangibles, Empathy, Assurance, Reliability and customer satisfaction

Abstract

Abstract

This study aims to determine the effect of Quality of Service Characteristics on Customer Satisfaction in the PT. Bank Central Asia (BCA) Branch Surabaya Undaan. The sampling in this study using stratified sampling (Stratified Random Sampling). Analysis techniques that are used are double linear regression. The calculation result shows that the quality of services simultaneous effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya Undaaan. The quality of services that include variables Responsiveness, Tangibles, Empathy, Assurance, and Reliability in a partial effect on customer satisfaction in PT. Bank Central Asia (BCA) Branch Surabaya undaaan.

References

Kirom, B. (2009). Mengukur Kinerja Pelayanan dan Kepuasan Konsumen, Pustaka Reka Cipta bandung.

Wibisono, D. (2006). Manajemen Kinerja, Erlangga Surabaya.

Tjiptono, F., & Chandra, G. (2005). Service, quality & satisfaction. Yogyakarta: Andi Offset.

Imam, G. (2005). Aplikasi analisis multivariate dengan program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Griffin, J. (2003). Customer Loyalty, Erlangga Surabaya.

Susanto, A. B., & Kotler, P. (2000). Manajemen Pemasaran di Indonesia. Jakarta: Salemba.

Perencanaan, Implementasi dan Pengendalian, edisi pertama. Jakarta: Salemba Empat.

Kasmir. (2001). Bank dan Lembaga Keuangan Lainnya, PT Raja Grafindo Persada Jakarta.

Lupiyoadi, R. (2001). Manajemen Pemasaran Jasa Teori dan Praktik, Salemba Empat Jakarta.

Sumarni, M., & Salamah, W. (2005). Metodologi Penelitian Bisnis, Andi.

Rahmayanty, N. (2010). Manajemen Pelayanan Prima. Yogyakarta: Graha Ilmu.

Naresh, M. (1996). Marketing Research, Second Edition, Prentice Hall.

Riduwan. (2009). Metode dan Teknik Menyusun Proposal Penelitian, Alfabeta. Bandung.

Santoso, S. (2003). Statistik Diskriptif, Andi Yogyakarta.

Sugiono, 2007. Metode Penelitian Kuantitatif, Kualitatif dan R&D, CV. Alfabeta. Bandung.

Saifuddin, A. (1997). Metode Penelitian, Pustaka Pelajar Yogyakarta.

Downloads

Published

2014-10-28

How to Cite

Rahmawati, Y. B. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Di Pt. Bank Central Asia (Bca) Tbk Cabang Undaan Surabaya. AKRUAL: Jurnal Akuntansi, 6(1), 85–105. https://doi.org/10.26740/jaj.v6n1.p85-105

Issue

Vol. 6 No. 1: AKRUAL: Jurnal Akuntansi (Oktober 2014)

Section

Articles
Abstract views: 7249 , PDF Downloads: 3039