ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK JATENG CABANG SEMARANG DI SEMARANG

Abstract

The banking sector is one of the financial services business that requires a level of excellence through improved quality of service to customers. If the services received or perceived as expected, the perceived service quality is good and satisfying. If the services received or perceived exceed customer expectations, the quality of service perceived as the ideal quality. Conversely, if the services received lower than expected, the quality of service perceived as poor quality quality services are divided into five basic dimensions, namely: reliability, responsiveness, assurance, empathy and tangibles. Quality reliable service can affect customer satisfaction. The population in this study is the Milky Savings Bank branch in Semarang Central Java, Jl. Majapahit No.. 147, Semarang until December 2011. The sample in this study amounted to 96 customers. Sampling technique in this study was done by using Accidental Sampling. Techniques of analysis in this study is multiple regression analysis testing through Test - t (one by one) and Test - F (together). The results of the analysis using SPSS Version 13 show that: (1). Physical Evidence of a positive and significant effect on customer satisfaction. (2). Reliability positive and significant effect on customer satisfaction. (3). Responsiveness positive and significant effect on customer satisfaction. (4). Guarantee a positive and significant effect on customer satisfaction. (5). Empathy is a positive and significant effect on customer satisfaction