PENGARUH KUALITAS LAYANAN ANJUNGAN TUNAI MANDIRI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH BANK BRI SYARIAH YOGYAKARTA

TOFAN KIRMORO PUTRA, NIM. 12390052 (2016) PENGARUH KUALITAS LAYANAN ANJUNGAN TUNAI MANDIRI DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH BANK BRI SYARIAH YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the effect of service quality Automated Teller Machines and corporate image on customer satisfaction. This study uses a quantitative approach. The population in this study are all customers of the bank BRI Syariah Yogyakarta. The sampling technique used in this study is incidental sampling obtained a sample of 100 people. Data collection techniques using questionnaires that have been tested for validity and reliability. Data analysis techniques used to answer the hypothesis of this study is multiple linear regression analysis using SPSS version 21. The results showed that; (1) partially quality of service Automated Teller significant effect on customer satisfaction, as evidenced by the significant value of 0.001 <0.05; company image significant effect on customer satisfaction, evidenced from the significant value 0.000 <0.05; (2) simultaneously variable quality of service Automated Teller Machines and corporate image have a significant effect on customer satisfaction, as evidenced by the significant value 0.000 <0.05; (3) The coefficient of determination R square shows the number 0.411. This means the dependent variable (customer satisfaction) are influenced by independent variables (Automatic Teller Machine service quality and image of the company) of 41%. And by 59% (100% -41%) is influenced by other variables that are not included in this research.

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