ANALISIS PENGARUH KUALITAS LAYANAN INTI DAN KUALITAS LAYANAN PERIPHERAL TERHADAP KEPUASAN NASABAH (Studi Pada PT. Bank Negara Indonesia (Persero) Tbk. Cabang Undip Semarang)

Abstract

Competition in today's business world is increasingly tight. It is also felt among business people in banking who are required to have a better quality of service. This study aims to research how much influence of the core quality service and peripheral quality service to customer satisfaction BNI Undip Semarang. The population in this study are all of BNI Undip customers. The sample in this study were randomly conducted using non probablity sampling technique and accidental sampling method. The analysis used in this study include test validity, test reliabillitas, classical assumption test, multiple linear regression analysis, and hypothesis testing including t test, F test, and the coefficient of determination (R2). From the regression analysisequation was obtained as follows, Y = 0,286 X1 + 0,456 X2 It means that all independent variables, the core quality service and peripheral quality service have a positive influence on the dependent variable, customer satisfaction. The independent variable is the most influential of the dependent variable is the variable peripheral quality service (04568), followed by a variable core quality service(0,286 ). And the coefficient of determination (adjusted R2 ) is 0,362. This means that 36,2% customer satisfaction is affected by variable core quality service and peripheral quality service. While the remaining 63,8% is influenced by other variables that are not addressed in this study