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Analisis Pengaruh Bentuk-bentuk Pelayanan Terhadap Kepuasan Nasabah Bank.
Journal from JIPTUNMERPP / 2008-01-09 09:44:53
Oleh : Sumartini S., Faculty_of_Economics_-_Merdeka_University_Malang (jurnaleknomi-feunmer@yahoo.com)
Dibuat : 2005-06-01, dengan file
Keyword : Analisis Pengaruh Bentuk-bentuk Pelayanan Terhadap Kepuasan Nasabah Bank.
The research discusses the influence of servicing forms toward the customer satisfaction at the banking sector in order to find out the influence of the servicing forms as completion of complaint, facilities, as well as informational services toward the customer satisfaction, and to find out the most dominant servicing form in creating the customer satisfaction. Hypothesis of this research are as follow: first, it is estimated that the servicing forms, such as complaint, facilities and informational services have an influence toward the customer satisfaction. Second, it is estimated that the completion variable of complaint has dominant influence toward the customer satisfaction. Result of the research shows a significant influence between indpendent variable, such as completion of complaint (X2), and informational service (X3) and dependent variable, such as the customer satisfaction on the bank servicing process. The completion variable of complaint (X1) is the most dominant factor and having a significant influence toward the dependent variable, the customer satisfaction, and it can be proved statistically by showing the partial coefficient value of a 297.
Deskripsi Alternatif :The research discusses the influence of servicing forms toward the customer satisfaction at the banking sector in order to find out the influence of the servicing forms as completion of complaint, facilities, as well as informational services toward the customer satisfaction, and to find out the most dominant servicing form in creating the customer satisfaction. Hypothesis of this research are as follow: first, it is estimated that the servicing forms, such as complaint, facilities and informational services have an influence toward the customer satisfaction. Second, it is estimated that the completion variable of complaint has dominant influence toward the customer satisfaction. Result of the research shows a significant influence between indpendent variable, such as completion of complaint (X2), and informational service (X3) and dependent variable, such as the customer satisfaction on the bank servicing process. The completion variable of complaint (X1) is the most dominant factor and having a significant influence toward the dependent variable, the customer satisfaction, and it can be proved statistically by showing the partial coefficient value of a 297.
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