PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN NASABAH TABUNGAN PADA PT. BANK RAKYAT INDONESIA UNIT LANGGUR

Abstrak

Abstract: This study aims to determine the effect of the dimensions of service quality on the level of customer satisfaction of savings at PT. Bank Rakyat Indonesia. Good service will increase customer satisfaction in a banking company and can advance the banking toward a better direction. Sampling in this research is accidental sampling technique and savings customers PT. Bank Rakyat Indonesia Unit Langgur. Data collection method used is questionnaire or questionnaire. The analytical method used in this study is a simple linear regression. Based on partial analysis, the result of research proves that 1). The independent variable of service quality dimension has a positive influence on the dependent variable that is customer satisfaction. 2). The result of simple regression test shows that all independent variables of service quality dimension have a positive effect on customer satisfaction. 3). The contribution of the independent variable to the dependent variable from the free variable research test influences on the dependent variable of 0.711 or about 71.1%.

Keywords: Service Quality Dimension, Customer Satisfaction