PENGARUH LAYANAN TERHADAP KEPUASAN NASABAH BPR DANAFLASH DI KOTA SAMARINDA

Fajar Rahman Hakim 1 Catur Kumala Dewi 2 Sukirman3

Abstract


This study aims first, to know and recognize much about BPR DanaFlash customer satisfaction in Samarinda City. Second, to determine the relationship between physical evidence, reliability, responsiveness, guarantee and empathy regarding customer satisfaction at BPR DanaFlash in the city of Samarinda. Third, knowing which variables have a partial influence on customer satisfaction at BPR DanaFlash in the city of Samarinda. Knowing which variables have the most dominant or influential influence on BPR DanaFlash in the city of Samarinda.

This study took a population of 70 BPR DanaFlash customers in Samarinda City

This research method uses Structural Equation Modeling (SEM) with a Partial Least Square (PLS) approach and uses SmartPLS software to analyze the data. Based on the calculation results, R2 = 0.736. This means that customer satisfaction is 73.6%. Customer satisfaction is influenced by the independent variable service consisting of physical evidence, reliability, responsiveness, guarantee and empathy, while the remaining 26.4% is influenced by other variables that were not examined. Thus it can be concluded that service can influence customer satisfaction, in other words the company must provide good service if it wants to continue to benefit from customer satisfaction.

Keywords


Physical Evidence, Reliability, Responsiveness, Assurance, Empathy, Satisfaction

Full Text:

PDF

References


R&D. Bandung: Alfabeta.Abdillah, W., Hartono. 2015. Partial Least Square (PLS). Yogyakarta: Andi. Afriyen. 2018. “Analisis Faktor-Faktor Penentu Kinerja Profitabilitas Bank

Arikunto, S. 2015. Metode Penelitian Kualitatif. Jakarta: Bumi Aksara

Hutasoit, A. H. ., Ginting, S. O. ., & Eric, E. (2020). Kualitas Layanan, Promosi, Citra Perusahaan Terhadap Kepuasan Nasabah PT Bank BTPN Tbk Cabang Medan. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 3(4), 474 - 481. https://doi.org/10.31842/jurnalinobis.v3i4.152

Kusnaedi, E. ., Sofiati (Efi), N. A., & Sudaryo, Y. . (2021). Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah Dan Dampaknya Terhadap Loyalitas : Survey Nasabah Dana Pihak Ketiga Pada PT. Bank Mandiri (Persero) Tbk. Jurnal Indonesia Membangun, 20(03), 67–101. https://doi.org/10.56956/jim.v20i03.60

Wahyudi, B., Umiyarzi, E., & Mapaza, G. (2022). Kepuasan Nasabah terhadap kualitas pelayanan Nasabah PT Bank Rakyat Indonesia Unit Tanjung Batu Cabang Kayu Agung. Pada masa Pandemi Covid 19. Jurnal Ilmiah Mahasiswa Perbankan Syariah (JIMPA), 2(1), 103-112. https://doi.org/10.36908/jimpa.v2i1.55

Setiawan, R., Setyadi, D., & Asmapane, S. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah PT Bank Negara Indonesia (Persero) tbk Cabang Samarinda di Samarinda.




DOI: https://doi.org/10.31293/jma.v13i3.8179

Refbacks

  • There are currently no refbacks.