Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. Bank Mega Cabang Sengkang

Ekayani Burhanuddin; Maspawati Tokang; Erna Erna

doi:10.59246/muqaddimah.v2i4.1052

Authors

Ekayani Burhanuddin Universitas Puangrimaggalatung
Maspawati Tokang Universitas Puangrimaggalatung
Erna Erna Universitas Puangrimaggalatung

DOI:

https://doi.org/10.59246/muqaddimah.v2i4.1052

Keywords:

service, PT. Bank Mega, satisfaction

Abstract

this article is the result of an analysis of customer satisfaction with PT. Bank Mega Sengkang branch. In connection with this, how do customers get the service they expect with the provision of services from staff or employees so that customers feel happy and their wishes are fulfilled. Therefore, this study aims to show the significance of the influence of service quality on customer satisfaction. In analyzing the data, descriptive analysis was used which contained the distribution of items from each variable, then simple linear regression analysis and hypothesis tester. From the results of the tester with simple linear regression and partial regression analysis, it was shown that the simultaneous variable of Service (X) to customer satisfaction (Y) indicated by the R square value was 0.462. This figure shows that the simultaneous variable Service (X) used in this regression equation contributes to customer satisfaction (Y) of 46.2% while the remaining 53.8% is explained by other factors that are not included in this study. Based on the results of this study, it was concluded that customer satisfaction had a significant and partially positive effect on the increase in the number of customers at PT. Bank Mega Sengkang branch.

References

Wijaya, T. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT Bank Mandiri (Persero) Tbk Cabang Bandung. Jurnal Ilmu Manajemen, 11(2), 123-134.

Wahyuni, S. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT Bank Mega Tbk Cabang Jakarta. Thesis, Universitas Indonesia.

Sugiarto, T. (2018). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT Bank Rakyat Indonesia (Persero) Tbk Cabang Yogyakarta. Jurnal Manajemen dan Bisnis, 10(1), 1-12.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.

Nurhayati, N. (2016). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT Bank Rakyat Indonesia (Persero) Tbk Cabang Surabaya. Dissertation, Universitas Airlangga.

Muhammad Junaid 2018. Analisis Tingkat Kepuasan Pasien Rawat Jalan Di Puskesmas Tanasitolo Kabupaten Wajo.Pasca sarjana Lembaga Administrasi Negara Makassar

Kotler, P. (2003). Marketing Management. 11th ed. Prentice Hall.

Hidayat, A. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Pekanbaru. Jurnal Ekonomi dan Bisnis, 12(2), 147-158.

Gronroos, C. (2007). Service Management and Marketing: Customer Management in Service Competition. 3rd ed. John Wiley & Sons.

Aziz, Dul. 2006. Pengaruh Kualitas Pelayanan Terhadap Kepuasan NasabahBank BPD Cabang Penajam Paser Utara. Tesis. Samarinda: ProgramMagister Manajemen Universitas Mulawarman

Andi Fatmawati 2016. Analisis Kepuasan Konsumen Data Terhadap Layanan Perpustakaan Badan Pusat Statistik (BPS) Kabupaten Wajo Program Pascasarjana Puangrimaggalatung Sengkang.