PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH DI PT BANK CENTRAL ASIA KCP MASJID JAMIK KOTA PANGKALPINANG
Kata Kunci:
Service Quality, Product Quality, Customer Satisfaction, PT Bank Central AsiaAbstrak
This research aims to investigate how the quality of service and products affects customer satisfaction at PT Bank Central Asia KCP Masjid Jamik in Pangkalpinang City. Service quality is assessed using criteria such as reliability, responsiveness, assurance, empathy, and tangible aspects, while product quality is evaluated based on its alignment with customer needs, features, and perceived benefits. The study employed a descriptive quantitative approach, collecting data from 96 customers of PT Bank Central Asia KCP Masjid Jamik in Pangkalpinang City through distributed questionnaires. Sampling was done using Probability Sampling with the Simple Random Sampling method. The analysis included tests for validity, reliability, classical assumptions, multiple linear regression, coefficient of determination (R²), as well as simultaneous (F Test) and partial (t Test) tests. The results indicate that both service quality and product quality have a significant impact on customer satisfaction at PT Bank Central Asia KCP Masjid Jamik Pangkalpinang.
Referensi
Aritonang. (2015). nalisis Pengaruh Bauran Pemasaran terhadap Keputusan Pembelian Bahan Baku Bungkil Kedelai pada Industri Pakan Ternak di Indonesia. Jurnal Aplikasi Manajemen (JAM) Vol 13 No 3.
Emawati, dkk. (2014). Pengaruh Bauran Pemasaran Terhadap Kepuasan Konsumen Pada Produk Handphone Blackberry Curve Di Kota Yogyakart. Kajian Bisnis, Volume 22, No. 1.
Hery. (2012). In Akuntansi Keuangan Menengah 1, Cetakan Kedua, Edisi Pertama. (p. 1). Jakarta: Bumi Aksara.
Kotler & Amstrong. (2014). asar-Dasar Pemasaran. Jilid I, Alih Bahasa Alexander Sindoro dan Benyamin Molan. Jakarta: Prenhalindo.
Kotler & Keller. (2012). Manajemen Pemasaran, Edisi 12. Jakarta: Erlangga.
Kotler. (2017). Pemasaran, Edisi Pertama. Jakarta: Salemba Empat.
Kurniawan . (2013). Manajemen Perawatan Industri : Teknik dan Aplikasi Implementasi Total Productive Maintenance (TPM), Preventive Maintenance dan Reability Centered Maintenance (RCM). Yogyakarta: Graha Ilmu.
Lupiyoadi & Ramdani. (2014). Manajemen Pemasaran Jasa Berbasis Kompetensi Edisi ke-3. Jakarta: Salemba Empat.
Nasution & Sutisna. (2015). Faktor-Faktor Yang Mempengaruhi Minat Nasabah Terhadap Internet Banking. Jurnal Nisbah Vo. 1, No. 1, 65.
Paramudya F.N. (2019). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan nasabah dalam pembiayaan Ar-Rum di pegadaian syariah (studi kasus pegadaian syariah arif rahman hakim bandar lampung). Lampung: Skripsi Fakultas Ekonomi dan Bisnis UIN Raden Intan.
Putra. (2014). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bmt Arafah Sukoharjo. Journal of Chemical Information and Modeling, Vol. 5, No. 9, 89-99.
Setiawan. (2015). engaruh Harga dan Kualitas Produk Terhadap Keputusan Pembelian Produk Suplemen Kesehatan. Jurnal Ilmiah Orasi Bisnis Vol 13.
Soemarso. (2018). In Akuntasni Suatu Pengantar 1 (p. 5). Jakarta: Salemba Empat.
Sumarsan. (2013). In Akuntansi Dasar & Aplikasi Dalam Bisnis Versi IFRS (p. 4). Jakarta: Indeks.
Sumarsono. (2018). In Akuntansi Suatu Pengantar 1 (p. 5). Jakarta: Salemba Empat.
Tjiptono & Fandy. (2012). Strategi Pemasaran Edisi Tujuh. Yogyakarta: Andi.
Tjiptono. (2011). Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi Offset.
Tjiptono. (2014). In Pemasaran Jasa (p. 104). Yogyakarta: Andi Offset.
Tjiptono. (2016). Service, Quality & Satisfaction. Yogyakarta: Andi.
