PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU

Penulis

  • Dzulfikri Azis Muthalib Universitas Muhammadiyah Kendari
  • Ambo Masse Sekolah Tinggi Ilmu Ekonomi Enam-Enam Kendari
  • Conny Conny Universitas Halu Oleo
  • Haprisia Haprisia Universitas Halu Oleo

DOI:

https://doi.org/10.62668/phenomenon.v2i02.1223

Kata Kunci:

Dimensi Kualitas Layanan, Kepuasan Nasabah, Bank

Abstrak

Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh dimensi kualitas layanan terhadap kepuasan nasabah pada Bank Sultra Cabang Punggaluku. Populasinya adalah seluruh nasabah. Sampelnya sebanyak 99 nasabah. Alat analisisnya adalah regresi linear berganda. Hasilnya menunjukkan bahwa: (1) Secara simultan terdapat pengaruh yang positif dan signifikan variabel dimensi kualitas layanan terhadap kepuasan nasabah. (2) Variabel tangible berpengaruh positif namun tidak signifikan terhadap kepuasan nasabah. (3) Variabel reliability berpengaruh positif dan signifikan terhadap kepuasan nasabah. Semakin baik reliability maka semakin tinggi pula kepuasan nasabah (4) Variabel responsiveness berpengaruh positif namun tidak signifikan terhadap kepuasan nasabah. (5) Variabel assurance berpengaruh positif dan signifikan terhadap kepuasan nasabah pada Bank Sultra Cabang Punggaluku. Semakin baik assurance maka semakin tinggi pula kepuasan nasabah. (6) Variabel empathy berpengaruh positif dan signifikan terhadap kepuasan nasabah. Semakin baik empathy maka semakin tinggi pula kepuasan nasabah

Unduhan

Data unduhan belum tersedia.

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Diterbitkan

2024-06-30

Cara Mengutip

Azis Muthalib, D., Masse, A., Conny, C., & Haprisia, H. (2024). PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU. PHENOMENON : Multidisciplinary Journal Of Sciences and Research, 2(02), 93–107. https://doi.org/10.62668/phenomenon.v2i02.1223