PENGARUH PERSEPSI SUKU BUNGA KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN NASABAH ( STUDI PADA PT.PEGADIAN UPC BOJA )

Septiana, Rina (2021) PENGARUH PERSEPSI SUKU BUNGA KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN NASABAH ( STUDI PADA PT.PEGADIAN UPC BOJA ). Undergraduate thesis, Universitas Stikubank.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh persepsi suku bunga, kepercayaan, dan komitmen nasabah terhadap kepuasan nasabah PT. Pegadaian UPC(Unit Pelayanan Cabang) Boja. Penelitian ini dilakukan terhadap nasabah PT. Pegadaian UPC (Unit Pelayanan Cabang) Boja.Populasi dalam penelitian ini adalah nasabah PT. Pegadaian UPC (Unit Pelayanan Cabang) Boja.Untuk data primer di dapatkan dari kuesioner atau angket yang dibagikan secara langsung sebanyank 130 responden dan data sekunder melalui literature.Teknik sampling yang digunakan yaitu purposive sampling.Pengujian olah data yang digunakan yaitu uji instrument, uji regresi berganda, uji hipotesis, dan diolah menggunakan IBM SPSS Statistic 22. Hasil penelitian membuktikan bahwa, Persepsi suku bunga berpengaruh positif dan signifikan terhadap kepuasan nasabah.Kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah.Komitmen berpengaruh positif dan signifikan terhadap kepuasan nasabah.Persepsi suku bunga, kepercayaan, dan komitmen berpengaruh terhadap kepuasan nasabah. ABSTRACT This study aims to analyze the effect of perceptions of interest rates, trust, and customer commitment to customer satisfaction at PT. Pawnshop UPC (Branch Service Unit) Boja. This research was conducted on customers of PT. Pawnshop UPC (Branch Service Unit) Boja. The population in this study were customers of PT. Pawnshop UPC (Branch Service Unit) Boja. Primary data obtained from questionnaires or questionnaires distributed directly to 130 respondents and secondary data through the literature. The sampling technique used was purposive sampling. The data processing test used was instrument test, multiple regression test, hypothesis test, and processed using IBM SPSS Statistic 22. The results of the study prove that, perception of interest rates has a positive and significant effect on customer satisfaction. Trust has a positive and significant effect on customer satisfaction. Commitment has a positive and significant effect on customer satisfaction. Perceptions of interest rates, trust, and commitment have an effect on customer satisfaction.

Item Type:	Thesis (Undergraduate)
Additional Information:	SKR.V.05.51.1801 NIM 17.05.51.0244
Uncontrolled Keywords:	Kata kunci : Persepsi suku bunga, Kepercayaan, Komitmen 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:	07 May 2021 04:12
Last Modified:	07 May 2021 04:12
URI:	https://eprints.unisbank.ac.id/id/eprint/7636

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