ANALISIS PENGARUH KUALITAS PELAYANAN JASA TEREHADAP KEPUASAN PELANGGAN PENGGUNA JASA PERBANKAN DIBANK BNI CABANG UPNVJ

Arif Setiawan, . (2012) ANALISIS PENGARUH KUALITAS PELAYANAN JASA TEREHADAP KEPUASAN PELANGGAN PENGGUNA JASA PERBANKAN DIBANK BNI CABANG UPNVJ. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to determine the effect service of quality against customer satisfaction in bank BNI Universitas Pembangunan Nasional Veteran Jakarta. The data used are the primary data and processing data, and using spss 17 for processing data. Variable under study consists responsivness, reliability, assurance, emphaty, tangible and customer satisfaction. The analysis used to test the study was multiple regression. With the help of the program SPSS 17.0, method of sampling in this study is a non probability sampling with a purposive sampling method. The result of study show total response against service quality against customer satisfaction showing good result.

Item Type: Thesis (Skripsi)
Additional Information: [No. Panggil : 207111049] [Penguji II (Pembimbing) : Yuliniar] [Penguji I : Tati Handayani] [Ketua Penguji : Nobelson]
Uncontrolled Keywords: Responsivness, Reliability, Assurance, Emphaty, Tangible and Customer Satisfaction.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Muamar Khadafi
Date Deposited: 06 Nov 2024 02:25
Last Modified: 06 Nov 2024 02:25
URI: http://repository.upnvj.ac.id/id/eprint/33986

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