PENGARUH PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH BPRS DHARMA KUWERA

HALIMAH PROBORINI, NIM. 14820151 (2018) PENGARUH PELAYANAN PRIMA TERHADAP KEPUASAN NASABAH BPRS DHARMA KUWERA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the effect of excellent service on customer satisfaction BPRS Dharma Kuwera either partially or simultaneously. This type of research is a case study study, with a population of all BPRS Dharma Kuwera customers. The sampling technique in this research uses probability sampling technique, meaning sampling provides equal opportunity for each element (member) of the population to be elected as a sample member. This study uses secondary data as well as primary data. Secondary data obtained from questionnaires and secondary data were obtained from a review of previous libraries as a reference. In this research, validity and reliability are tested. This study uses the classical assumption test and multiple linear regression to determine whether there is influence of the excellent service variable on customer satisfaction. The results of this study show that attitudes, concerns, actions, abilities, appearance, and responsibilities simultaneously have a significant influence on customer satisfaction BPRS Dharma Kuwera. While the partial variable attitude, attention, and appearance have a significant effect on customer satisfaction BPRS Dharma Kuwera. ( INDONESIA) Penelitian ini bertujuan untuk mengetahui pengaruh pelayanan prima terhadap kepuasan nasabah BPRS Dharma Kuwera baik secara parsial maupun secara simultan. Jenis penelitian ini merupakan penelitian studi kasus, dengan populasi seluruh nasabah BPRS Dharma Kuwera. Teknik pengambilan sampel dalam penelitian ini menggunakan teknik probability sampling, artinya pengambilan sampel memberikan peluang yang sama bagi setiap unsur (anggota) populasi untuk dipilih menjadi anggota sampel. Penelitian ini menggunakan data sekunder serta data primer. Data sekunder didapat dari penyebaran angket dan data sekunder didapat dari tinjauan terhadap pustaka terdahulu sebagai acuan. Dalam penelitian ini dilakukan uji validitas dan reliabilitas. Penelitian ini menggunakan uji asumsi klasik dan regresi linear berganda untuk mengetahui ada tidaknya pengaruh dari variabel pelayanan prima terhadap kepuasan nasabah. Hasil dari penelitian ini menunjukan bahwa sikap, perhatian, tindakan, kemampuan, penampilan, dan tanggung jawab secara simultan memiliki pengaruh signifikan terhadap kepuasan nasabah BPRS Dharma Kuwera. Sedangkan secara parsial variabel sikap, perhatian, serta penampilan berpengaruh signifikan terhadap kepuasan nasabah BPRS Dharma Kuwera.

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: Drs. Akhmad Yusuf Khoiruddin, SE, M.Si., Ak, CA,
Uncontrolled Keywords: Service Exellence, Customer Satisfaction,Pelayanan Prima, Kepuasan Nasabah
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User / Editor: H. Zaenal Arifin, S.Sos.I., S.IPI.
Date Deposited: 16 Jul 2018 07:21
Last Modified: 16 Jul 2018 07:21
URI: http://digilib.uin-suka.ac.id/id/eprint/30141

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