PENGARUH KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN AJB BUMIPUTERA CABANG BANJARNEGARA MELALUI KEPUASAN NASABAH

PRADANA, YOAN OKTA (2016) PENGARUH KUALITAS PELAYANAN TERHADAP CITRA PERUSAHAAN AJB BUMIPUTERA CABANG BANJARNEGARA MELALUI KEPUASAN NASABAH. Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aimed to test: 1) significant effect of tangibles, reliability, responsive, assurance and empathy variables simultaneously affected the Banjarnegara AJB Bumiputera customer's satisfaction;2) the effect of customer's satisfaction significantly affected the image of the company. Independent variables used were tangibles, reliability, responsive, assurance, and empathy. The populations of this research were the customers of AJB Bumiputera. The samples were obtained by giving the questionnaire directly to the customers of AJB Bumiputera. The total samples were determined by using Sugiyono formula with total samples of 80. This test was done by using multiple regression analysis and the hypothesis test result of this research showed: 1) tangibles, reliability, responsive, assurance, and empathy variables had an effect toward the customer's satisfaction, and 2) customer's satisfaction variable significantly affected on the image of the company.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Dra. Tri Septin M. R., SE., M.Si,
Uncontrolled Keywords: tangibles, reliability, responsives, assurance, empathy, kepuasan nasabah, citra perusahaan
Subjects: H Social Sciences > HG Finance
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Riski Wismana
Date Deposited: 05 Jul 2017 03:31
Last Modified: 05 Jul 2017 03:31
URI: http://repository.ump.ac.id/id/eprint/2256

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