Kurniawan, Ayang Mahendra (2021) PENGARUH KUALITAS PELAYANAN DAN KPERCAYAAN NASABAH TERHADAP KEPUASAN NASABAH BRI UNIT CEWENG. Undergraduate thesis, STIE PGRI Dewantara.
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan dankepercayaan nasabah di BRI Unit Ceweng Kanca Jombang. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan data primer yang diolah dari tanggapan 268 responden melalui angket. Responden yang di pilih yakni nasabah pinjaman di BRI Unit Ceweng. Teknik pengambilan sampel Incident sampling . teknik analisis yang digunakan adalah analisis deskriptif dan analisis linier bergana yang diolah melalui aplikasi SPSS versi 20. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan nasabah dan kepercayaan berpengaruh terhadap kepuasan nasabah. Kata kunci: Kualitas Pelayanan, Kepercayaan Nasabah, dan Kepuasan Nasabah ABSTRACT This study aims to determine and explain the effect of service quality and customer trust at BRI Unit CewengKancaJombang. This research is a quantitative research using primary data that is processed from the responses of 268 respondents through a questionnaire. The respondents selected were loan customers at BRI Unit Ceweng. Sampling technique Incident sampling . The analytical technique used is descriptive analysis and multiple linear analysis which is processed through the SPSS version 20 application. The results of this study indicate that service quality affects customer satisfaction and trust affects customer satisfaction. Keywords: Service Quality, Customer Trust, and Customer Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||
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| Uncontrolled Keywords: | Kualitas Pelayanan, Kepercayaan Nasabah, dan Kepuasan Nasabah | ||||||
| Subjects: | H Social Sciences > HI Management and Auxiliary Services | ||||||
| Divisions: | Skripsi: Management | ||||||
| Depositing User: | Users 1 not found. | ||||||
| Date Deposited: | 02 Mar 2022 02:17 | ||||||
| Last Modified: | 19 Dec 2022 01:31 | ||||||
| URI: | http://repository.stiedewantara.ac.id/id/eprint/2512 |
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