Analisis Pengaruh Dimensi Service Quality Terhadap Kepuasan Pelanggan pada Bank Umum di Batam

Yohana, Yohana (2012) Analisis Pengaruh Dimensi Service Quality Terhadap Kepuasan Pelanggan pada Bank Umum di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Intense competition in the service industry had motivated service company to keep implementing new strategies which capable to improve the service quality. One of the business sectors that feel the impact of the competition is the banking sector. Banking development in Indonesia is growing rapidly every year. This situation encourages the banking company to keep improving their service quality in order to achieve their ultimate goal, which is customer satisfaction. Service quality can be measured by five dimensions, that consist of reliability, assurance, tangibles, empathy, and responsiveness. The purpose of this research is to examine how far the influence of the dimensions of service quality towards customer satisfaction. The sample in this study is the customer of Bank Mandiri, Bank Internasional Indonesia, Bank OCBC NISP, Bank Permata or Bank Negara Indonesia. Method for the sample selection is using non probability sampling with purposive sampling. The data obtained through questionnaires of 200 respondents who visited the bank with the return rate of 94.5%. The method of data analysis used in this study is multiple regressions. Keywords: Service quality, Customer satisfaction

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