Detail Cantuman  |  Perpustakaan Universitas Putra Bangsa

Abstrak
Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas pelayanan terhadap kepuasan nasabah penyimpan pada Bank BRI Kantor Cabang Kebumen. Teknik pengambilan sampel menggunakan metode non probability sampling dengan menggunakan pendekatan Accidental Sampling, penelitian ini mengambil sampel sebanyak 100 responden nasabah yang secara kebetulan bertemu dengan peneliti. Alat analisis data menggunakan bantuan program aplikasi komputer yaitu PASW Statistic 18, yang meliputi Uji Instrumen Validitas dan Reliabilitas, Uji Asumsi Klasik, Analisis Regresi Berganda serta Uji Hipotesis. Hasil penelitian ini menunjukan bahwa semua variabel valid dan reliabel, tidak terdapat multikolinieritas, tidak terjadi heterokedastisitas dan model memenuhi asumsi normalitas. Hasil penelitian ini menunjukan variabel Tangibles berpengaruh negatif dan tidak signifikan terhadap kepuasan nasabah penyimpan Bank BRI Kantor Cabang Kebumen, variabel Reliability berpengaruh positif dan signifikan terhadap kepuasan nasabah penyimpan Bank BRI Kantor Cabang Kebumen, variabel Responsiveness berpengaruh positif dan signifikan terhadap kepuasan nasabah penyimpan Bank BRI Kantor Cabang Kebumen, variabel Assurance berpengaruh positif dan signifikan terhadap kepuasan nasabah penyimpan Bank BRI Cabang Kebumen, variabel Empathy berpengaruh positif dan signifikan terhadap kepuasan nasabah penyimpan Bank BRI Cabang Kebumen.
Kata kunci: kualitas pelayanan tangibles, reliability, responsivenes, assurance, empathy dan kepuasan nasabah penyimpan pada Bank BRI Kantor Cabang Kebumen.

Abstract
This study aims to examine and analyze the effect of service quality on customer satisfaction at Bank BRI Kebumen Branch office. The sampling technique used a non-probability sampling method using the Accidental Sampling approach. This study took a sample of 100 customer respondents who happened to meet the researcher. The data analysis tool uses the help of a computer application program, namely PASW Statistic 18, which includes the Validity and Reliability Instrument Test, Classical Assumption Test, Multiple Regression Analysis and Hypothesis Test. The results of this study indicate that all variables are valid and reliable, there is no multicollinearity, heteroscedasticity does not occur and the model meets the assumption of normality. The results of this study indicate that the Tangibles variable has a negative and insignificant effect on depositor customer satisfaction at Bank BRI Kebumen Branch office, the Reliability variable has a positive and significant effect on customer satisfaction at Bank BRI Kebumen Branch office, the Responsiveness variable has a positive and significant effect on deposit customer satisfaction at BRI Bank Kebumen Branch office. Assurance variable has a positive and significant effect on depositor customer satisfaction at BRI Bank Kebumen Branch office, the Empathy variable has a positive and significant effect on depositor customer satisfaction at BRI Bank Kebumen Branch office.
Keywords: tangibles service qualit, reliability, responsivenes, assurance, empathy and customer satisfaction at Bank BRI Kebumen Banch office.