MEMBANGUN KEPUASAN NASABAH BERBASIS KUALITAS PELAYANAN CUSTOMER SERVICE OFFICER (CSO) PADA BPR DI KABUPATEN BADUNG

  • Ida Ketut Kusumawijaya Sekolah Tinggi Ilmu Ekonomi Triatma Mulya, Badung, Bali
  • I Putu Agus Suarsana Ariesta Sekolah Tinggi Ilmu Ekonomi Triatma Mulya, Badung
  • I Gusti Ayu Agung Sinta Diarini Sekolah Tinggi Ilmu Ekonomi Triatma Mulya, Badung, Bali

Abstract

The purpose of this research are: To analyze the influence of reliability (reliability) on customer satisfaction of BPR in Badung regency; To analyze the influence of assurance (assurance) on customer satisfaction of BPR in Badung regency; To analyze the influence of form / physical (tangibles) on customer satisfaction of BPR in Badung Regency; To analyze the influence of empathy (empathy) on customer satisfaction of BPR in Badung regency; To analyze the influence of responsiveness (responsiveness) on customer satisfaction of BPR in Badung regency. To achieve this goal, the research method used in this study used 5 independent variables consisting of reliability, assurance, tangibles, emphaty, responsiveness and 1 independent variable: customer satisfaction. Types of data used are: qualitative and quantitative data. While the data sources are: primary and secondary data. The method of data collection are: observation, interview, documentation, and questionnaire. The population in this research is BPR customers in Badung regency. Data analysis techniques using quantitative analysis by testing the quality of data obtained through reliability test and validity test with the help of SPSS (Statitical Package for Social Science) 17.0 for windows, classical assumption test, hypothesis testing by using multiple regression analysis. The results showed that Reliability (reliability) has a positive but not significant influence on customer satisfaction of BPR in Badung regency. Assurance has a positive but insignificant effect on customer satisfaction of BPR in Badung regency. The form / physical (tangible) has a positive and significant influence on customer satisfaction of BPR in Badung regency. Empaty (empaty) has a positive and significant influence on satisfaction of customer satisfaction of BPR in Badung regency. Responsiveness (responsiveness) has a positive but not significant effect on customer satisfaction of BPR in Badung regency.


Keywords: Reliability, assurance, tangibles, emphaty, responsiveness.

Published
Jul 31, 2018
How to Cite
KUSUMAWIJAYA, Ida Ketut; ARIESTA, I Putu Agus Suarsana; DIARINI, I Gusti Ayu Agung Sinta. MEMBANGUN KEPUASAN NASABAH BERBASIS KUALITAS PELAYANAN CUSTOMER SERVICE OFFICER (CSO) PADA BPR DI KABUPATEN BADUNG. Sekolah Tinggi Ilmu (STIE) Ekonomi Triatma Mulya, [S.l.], v. 24, n. 1, p. 80 - 86, july 2018. ISSN 2622-1489. Available at: <http://triatmamulya.ejurnal.info/index.php/triatmamulya/article/view/104>. Date accessed: 20 oct. 2018.