PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PD. BPR BKK TASIKMADU CABANG COLOMADU

Abstract

This study describes the impact of service quality (tangible, reliability, responsiveness, assurance, and emphaty) effect on customer satisfaction PD. BPR BKK Tasikmadu Cabang Colomadu which data is retrieved from customer PD. BPR BKK Tasikmadu Cabang Colomadu. In this study the authors used quantitative research, the technique of taking accidental sampling with a sample size of 100 respondents. Data obtained by spreading the questionnaire with Likert scale. The results of data analysis can be summed up as follows: first, tangible, reliability, responsiveness, assurance, and emphaty individually significant effect on customer satisfaction. Second, tangible, reliability, responsiveness, assurance, and emphaty is jointly have a significant influence on the satisfaction, which third test results R2 of 0,339% while the remaining 66,1% is influenced by other factors not included in the variable quality of service in the reseach.

Keywords

• tangible
• reliability
• responsiveness
• assurance
• emphaty