Putri, Lintang Asmara (2020) PENGARUH KUALITAS LAYANAN, LOKASI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH (studi pada PT. BPR Pasar Boja Cabang Semarang). Undergraduate thesis, Universitas Stikubank.
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Abstract
Penelitian ini dilakukan guna menganalisis pengaruh dari kualitas layanan, lokasi dan citra perusahaan terhadap kepuasan nasabah pada PT BPR Pasar Boja Cabang Semarang. Jenis data yang digunakan adalah data primer yang diperoleh dari narasumber menggunakan keusioner. Populasi dalam penelitian ini adalah nasabah BPR Pasar Boja Cabang Semarang, dengan pengambilan sampel menggunakan teknik purposive sampling dengan jumlah sebanyak 94 responden. Data diolah untuk pengujian hipotesis dengan menggunakan regresi linier berganda. Hasil pengujian diperoleh bahwa variabel kualitas layanan berpengaruh negatif dan signifikan terhadap kepuasan nasabah, lokasi tidak berpengaruh signifikan terhadap kepuasan nasabah, dan citra perusahaan berpengaruh positif signifikan terhadap kepuasan nasabah. ABSTRACT This research was conducted to analyze the effect of service quality, location and company image on customer satisfaction at PT BPR Pasar Boja Semarang Branch. The type of data used is primary data obtained from informants using questionnaires. The population in this study were customers of BPR Pasar Boja Semarang Branch, with sampling using purposive sampling technique with a total of 94 respondents. The data were processed for hypothesis testing using multiple linear regression. The test results show that the service quality variable has a negative and significant effect on customer satisfaction, location has no significant effect on customer satisfaction, and company image has a significant positive effect on customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SKR.V.05.51.1739 NIM 16.05.51.0322 |
| Uncontrolled Keywords: | Kata Kunci : Kualitas Layanan, Lokasi, Citra Perusahaan dan Kepuasan Nasabah. |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Lisa Noviani Maghfiroh |
| Date Deposited: | 09 Nov 2020 02:25 |
| Last Modified: | 09 Nov 2020 02:25 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/7357 |
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