DETAIL KOLEKSI

Anteseden Dari Kepuasan Nasabah


Oleh : Bella Sabina

Info Katalog

Nomor Panggil : 2017_TA_MJ_022132011

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Kurniawati

Subyek : Responsif;Human resource management and organization

Kata Kunci : tangibility, responsiveness, empathy, assurance, reliability, image, customer satisfaction


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022132011-Halaman-Judul.pdf 765.59
2. 2017_TA_MJ_022132011-Bab-1.pdf 765.6
3. 2017_TA_MJ_022132011-Bab-2.pdf 662.48
4. 2017_TA_MJ_022132011-Bab-3.pdf 878.96
5. 2017_TA_MJ_022132011-Bab-4.pdf 599.76
6. 2017_TA_MJ_022132011-Bab-5.pdf 541.03
7. 2017_TA_MJ_022132011-Daftar-Pustaka.pdf 506.57
8. 2017_TA_MJ_022132011-Lampiran.pdf 690.74

P Penelitian ini bertujuan untuk menganalisis pengaruh Tangibility, Responsiveness, Empathy, Assurance, Reliability, dan Image terhadap Customer Satisfaction terhadap kinerja dari Bank Central Asia.. Sampel yang digunakan dalampenelitian ini berjumlah 260 responden dan dikumpulkan dengan pengisiankuesioner. Pengujian dilakukan dengan metode Structural Equation Model (SEM).Hasil dari penelitian ini adalah (1) tangibility berpengaruh positif terhadap customersatisfaction, (2) responsiveness berpengaruh positif terhadap customer satisfaction, (3) empathy berpengaruh positif terhadap customer satisfaction, (4) reliability berpengaruh positif terhadap customer satisfaction, (5) image berpengaruh positif terhadap customer satisfaction.

T This study aims to analyze the influence of Tangibility, Responsiveness,Empathy, Assurance, Reliability, and Image on Customer Satisfaction on theperformance of Bank Central Asia. The sample used in this study amounted to 260respondents and collected by filling out the questionnaire. The test is done byStructural Equation Model (SEM) method. The result of this research is (1)tangibility have positive effect to customer satisfaction, (2) responsiveness havepositive effect to customer satisfaction, (3) empathy have positive effect on customersatisfaction, (4) reliability have positive effect to customer satisfaction, (5) Positiveto customer satisfaction.

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