CD Tesis

Pengaruh kualitas pelayanan terhadap Kepuasan nasabah bank bri Di wilayah kerja kanwil bri pekanbaru

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This study aims to determine and analyze the impact of service quality on customer satisfaction in the Work Area of the Regional Office of BRI Pekanbaru. The instrument used for data collection was a questionnaire. The study population was BRI Bank customers who are in the Work Area Regional Office BRI Pekanbaru accumulated up to December 31, 2014 amounted to 77 750 people. The sample in this study by using Taro Yamane formula obtained 100 votes. Data were analyzed using Simple Linear Regression Analysis.
The calculations show that service quality has a direct influence significant and positive impact on customer satisfaction. This study concluded that the better quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction, the better. Vice versa, the worse the quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction will be worse. Contributions directly provided to the Service Quality Customer Satisfaction amounted to 54.6%, explains that the changes in customers' Customer Satisfaction at Work Area Regional Office BRI Pekanbaru affected by service quality was good with a given level of influence is 54.6% .
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Keywords: Service Quality, Satisfaction and Simple Linear Regression.

This study aims to determine and analyze the impact of service quality on customer satisfaction in the Work Area of the Regional Office of BRI Pekanbaru. The instrument used for data collection was a questionnaire. The study population was BRI Bank customers who are in the Work Area Regional Office BRI Pekanbaru accumulated up to December 31, 2014 amounted to 77 750 people. The sample in this study by using Taro Yamane formula obtained 100 votes. Data were analyzed using Simple Linear Regression Analysis.
The calculations show that service quality has a direct influence significant and positive impact on customer satisfaction. This study concluded that the better quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction, the better. Vice versa, the worse the quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction will be worse. Contributions directly provided to the Service Quality Customer Satisfaction amounted to 54.6%, explains that the changes in customers' Customer Satisfaction at Work Area Regional Office BRI Pekanbaru affected by service quality was good with a given level of influence is 54.6% .
,
Keywords: Service Quality, Satisfaction and Simple Linear Regression.
This study aims to determine and analyze the impact of service quality on customer satisfaction in the Work Area of the Regional Office of BRI Pekanbaru. The instrument used for data collection was a questionnaire. The study population was BRI Bank customers who are in the Work Area Regional Office BRI Pekanbaru accumulated up to December 31, 2014 amounted to 77 750 people. The sample in this study by using Taro Yamane formula obtained 100 votes. Data were analyzed using Simple Linear Regression Analysis.
The calculations show that service quality has a direct influence significant and positive impact on customer satisfaction. This study concluded that the better quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction, the better. Vice versa, the worse the quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction will be worse. Contributions directly provided to the Service Quality Customer Satisfaction amounted to 54.6%, explains that the changes in customers' Customer Satisfaction at Work Area Regional Office BRI Pekanbaru affected by service quality was good with a given level of influence is 54.6% .
,
Keywords: Service Quality, Satisfaction and Simple Linear Regression.
This study aims to determine and analyze the impact of service quality on customer satisfaction in the Work Area of the Regional Office of BRI Pekanbaru. The instrument used for data collection was a questionnaire. The study population was BRI Bank customers who are in the Work Area Regional Office BRI Pekanbaru accumulated up to December 31, 2014 amounted to 77 750 people. The sample in this study by using Taro Yamane formula obtained 100 votes. Data were analyzed using Simple Linear Regression Analysis.
The calculations show that service quality has a direct influence significant and positive impact on customer satisfaction. This study concluded that the better quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction, the better. Vice versa, the worse the quality of service applicable to customers in the Work Area Regional Office BRI Pekanbaru then Customer Satisfaction will be worse. Contributions directly provided to the Service Quality Customer Satisfaction amounted to 54.6%, explains that the changes in customers' Customer Satisfaction at Work Area Regional Office BRI Pekanbaru affected by service quality was good with a given level of influence is 54.6% .
,
Keywords: Service Quality, Satisfaction and Simple Linear Regression

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 02. 216 (0008)

Penerbit

Pekanbaru : Universitas Riau- PASCASARJANA- Ilmu Administrasi., 2020

Deskripsi Fisik

xiv, 100 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

10 02. 216 (0008)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

PASCASARJANA (MAGISTER) ILMU ADMINISTRASI

Info Detail Spesifik

-

Pernyataan Tanggungjawab

sherly

Versi lain/terkait

Lampiran Berkas

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