PENGARUH KUALITAS PELAYANAN DAN SERVICESCAPE TERHADAP KEPUASAN NASABAH PADA PT BANK SINARMAS KANTOR KAS RAFLESSIA CABANG BATAM
Kata Kunci:
Service quality, servicescape, customer satisfactionAbstrak
This study aims to explain the description of the variables of service quality, servicescape and customer satisfaction and to know and analyze partially and simultaneously service quality and servicescape to customer satisfaction at PT Bank Sinarmas Raflessia cash office in Batam branch. The population studied in the study was a customer of PT Bank Sinarmas, the Batam branch of Raflessia cash office with 3000 customers. The sample in this study amounted to 125 customers with probability sampling technique. This type of research is quantitative research. This study uses a multiple linear regression analysis method. Test the quality of data used in this study using validity and reliability tests which indicate that the indicators used are valid for measuring existing variables. From the results of this study conclusions are that service quality and servicescape have a positive and significant effect on customer satisfaction at the PT Bank Sinarmas Raflessia cash office in the Batam branch.
Referensi
Azizah, H.(2015) Pengaruh Kualitas Layanan, Citra dan Kepuasan terhadap Loyalitas Nasaabah.
Dharma,R. (2017). Pengaruh kualitas pelayanan, kepercayaan, dan kepuasan terhadap loyalitas pelanggan pada pt. padanag tour wisata pulau padang, 6(2),349-359
Echdar, S. (2017). Metode Penelitian Manajemen Dan Bisnis. Wulandari, L (2016) Pengaruh Kepuasan, Kepercayaan dan Harga terhadap Loyalitas Wisatawan Pengguna Layanan Booking.com, 4(2), 88-93
Kasmir. (2016). Manajemen Sumber Daya Manusia.
Poluakan, B. C. (2017). No Title. Pengaruh Kualitas Pelayanan dan Sevicescape terhadap Kepuasan Konsumen Tvri Stasiun Sulut, 5(2), 388–398.
Riniwati, H. (2016). Manajemen Sumberdaya Manusia.
Wibowo, A. E. (2012a). Aplikasi Praktis SPPS Dalam Penelitian. Yogyakarta: Gava Media.
Sanusi, A. (2011). Metode Penelitian Bisnis. Jakarta: Salemba Empat.
Rastini, N. M. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia ( Pesero ) Tbk Cabang Samarinda. EJounal Ilmu Adinistrasi Bisnin, 3 (1), 231-243. http://doi.org/2355-5408.
Priyatno, D (2012) Cara Kiat Belajar Analisis Data dengan SPSS 20 (Edisi ke 5). Yogyakarta:ANDI. Sinambela, L. P. (2016). Manajemen Sumber Daya Manusia.
Rudianto, gaguk; Aldriani, Yessie. (2018) PENGAJARAN KOSA KATA BAGI MAHASISWA EFL DENGAN MENGGUNAKAN GAME. JURNAL BASIS, [S.l.], v. 5, n. 2, p. 53-62, nov. 2018. ISSN 2527-8835. Available at: http://113.212.163.133/index.php/basis/article/view/770
Sembiring, Wulan Angelia; Ambalegin, Ambalegin (2019) ILLOCUTIONARY ACTS ON ALADDIN MOVIE 2019. JURNAL BASIS, [S.l.], v. 6, n. 2, p. (277-284), nov. 2019. ISSN 2527-8835. Available at: http://113.212.163.133/index.php/basis/article/view/1419
Sugiyono. (2017a). Metode Penelitian Bisnis. (M. S. Sofia Yustiyani Suryandari, S.E., Ed.) (Ketiga). Bandung: Cv Alfabeta.
