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.

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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
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