Abstrack,
The research aim to analyze the influince quality of service to
customer satisfaction at PT Bank Sinarmas KCP A. Yani Banjarmasin.
Service quality in this research using tangible variables, reliability,
responsiveness, assurance, and empathy.
The research method used is quantitative analysis, which
connects service variables with customer satisfaction and types of
respondents including validity and reliability tests, classic assumption
tests, multiple linear regression analysis, t test and F test and the
coefficient of determination.
The results found in the tangible hypothesis test, reliability,
responsiveness, assurance and empathy have a simultaneous effect on
customer satisfaction of PT Bank Sinarmas KCP A. Yani Banjarmasin.
The results of the reliability and responsiveness hypothesis test have a
partial effect on customer satisfaction of PT Bank Sinarmas KCP A. Yani
Banjarmasin. Hypothesis test results reliability variable dominant effect
on customer satisfaction PT Bank Sinarmas KCP A. Yani Banjarmasin.
Keywords: Quality of service, Customer satisfaction, and Bank
Abstrak,
Tujuan penelitian ini untuk menganalisis pengaruh Kualitas
Pelayanan terhadap Kepuasan Nasabah pada PT Bank Sinarmas KCP A.
Yani Banjarmasin. Kualitas pelayanan pada penelitian ini menggunakan
variabel tangible, reliability, responsiveness, assurance, serta emphaty.
Metode penelitian yang digunakan adalah analisis kuantitatif,
yakni menghubungkan variabel pelayanan dengan kepuasan nasabah dan
jenis responden meliputi uji validitas dan reliabilitas, uji asumsi klasik,
analisis regresi linear berganda, uji t dan uji F serta koefisien
determinasi.
Hasil penelitian menemukan pada uji hipotesis tangible,
reliability, responsiveness, assurance dan emphaty berpengaruh simultan
terhadap kepuasan nasabah PT Bank Sinarmas KCP A. Yani
Banjarmasin. Hasil uji hipotesis reliability dan responsivenesss
berpengaruh parsial terhadap kepuasan nasabah PT Bank Sinarmas KCP
A. Yani Banjarmasin. Hasil uji hipotesis variabel reliability berpengaruh
dominan terhadap kepuasan nasabah PT Bank Sinarmas KCP A. Yani
Banjarmasin.
Kata Kunci: Kualitas Pelayanan, Kepuasan Nasabah, Ban