CD Skripsi

Pengaruh Pelayanan Prima Terhadap Kepuasan Nasabah Pada PT. Bank Mandiri (PERSERO) Tbk Cabang Panam Pekanbaru

---

The research is conducted to analyze the influence of Service Excellent variables both partially and simultaneously towards Customer Satisfaction of PT. Bank Mandiri (PERSERO) Tbk Branch Panam Pekanbaru. There are seven latent variables in this research such Customer Satisfaction (Y), Ability (X1), Attitude (X2), Appearance (X3), Attention (X4), Action (X5) and Accountability (X6). There are 100 respondents in this study which are chosen by purposive sampling from all customer of PT. Bank Mandiri (PERSERO) Tbk Branch Panam Pekanbaru as total population and data are taken by giving them structural questionaires. Meanwhile, qualitative and quantitative methods are chosen for data analysis by SPSS version 17.
The result of this research shows that simultaneously, Ability (X1), Attitude (X2), Appearance (X3), Attention (X4), Action (X5) and Accountability (X6) variables affect both positively and significantly towards Customer Satisfaction of PT. Bank Mandiri (PERSERO) Tbk Branch Panam Pekanbaru. On the context of affecting Customer Satisfaction of PT. Bank Mandiri (PERSERO) Tbk Branch Panam Pekanbaru, Action takes greater effect than Ability, Accountability, Attention, Appearance and Attitude.
Keywords : Service Excellent, Customer Satisfaction

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

02 02.114 (0186)

Penerbit

Pekanbaru : Universitas Riau - FEKON – Manajemen., 2014

Deskripsi Fisik

xi, 84 hlm.; ill.;29 cm

Bahasa

ISBN/ISSN

-

Klasifikasi

02 02.114 (0186)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

-

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Dewa

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar