Pranata, Bayu Timor (2020) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN TABUNGAN XPRESI BANK CENTRAL ASIA (Studi pada Mahasiswa Fakultas Ekonomika dan Bisnis Universistas Stikubank Semarang). Undergraduate thesis, Universitas Stikubank.
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Abstract
Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas layanan, kepercayaan, dan citra perusahaan terhadap kepuasan pelanggan. Obyek penelitian dalam penulisan ini yaitu mahasiswa fakultas ekonomika dan bisnis unisbank pengguna tabungan Xpresi BCA. Teknik pengambilan sampel dalam penelitian ini menggunakan purposive sampling dengan jumlah sampel 100 responden. Metode pengambilan data primer menggunakan metode kuisioner. Teknik analisis data yang digunakan uji asumsi klasik ( uji normalitas, uji multikolineritas, uji heteroskedastisitas), uji instrumen (uji validitas dan reliabilitas), regresi linier berganda, uji model (uji f dan koefisien determinasi), uji hipotesis, Terdapat tiga (3) hipotesis yang di uji dalam penelitian ini. Hasil penelitian menunjukkan bahwa secara parsial kualitas layanan, kepercayaan, dan citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. This study aims to examine and analyze the effect of service quality, trust, and corporate image to customer satisfaction . The object of research in this writing is nisbank faculty of econonmics and business student Xpresi BCA savings user. The sampling technique in this study uses non-probability sampling with a purposive sampling data collection method with a sample size of 100 respondents. The primary data collection method uses the questionnaire method. Data analysis techniques used are the classic assumption test (normality test, multicollinearity test, heteroscedasticity test), instrument test (validity and reliability test), multiple linear regression, model test (f test and coefficient of determination), hypothesis test. There are three (3) hypotheses that were tested in this study.The result on this research has partial service quality, trust, and company image has a positive and significant effect on customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SKR.V.05.51.1636 NIM.15.05.51.0259 |
| Uncontrolled Keywords: | Kualitas layanan, Kepercayaan, Citra perusahaan, dan Kepuasan pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Farida Sri Endaryani |
| Date Deposited: | 18 May 2020 03:07 |
| Last Modified: | 18 May 2020 03:29 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/6830 |
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