TA DIGITAL
Analisis kepuasan nasabah terhadap pelayanan yang diberikan pada PT. BPR Jateng cabang Gubug Grobogan
The Objective of this research is analyzing the causalities of service quality and customer satisfaction of PT. BPR JATENG FORK GUBUG GROBOGAN. Data that was used for this research are primary data were acquired by spreading the questionnaires to the respondent of PT. BPR JATENG FORK GUBUG GROBOGAN. Samples are taken by accidental sampling technique of 50 respondent of PT. BPR JATENG FORK GUBUG GROBOGAN JATENG. The method used to analyze data were validity test, reliability test, customers satisfaction index. Performance-importance analysis were used to answer the objective of this research. The variables of this research are dimensions of service namely: Tangible, reliability, responsiveness, assurance, empathy.
The analysis shows that value of customer satisfaction index for dimension tangible is the customer felt dissatisfy with the work performance of the bank, according to reliability and responsiveness, assurance, empathy, the customers felt satisfy with the performance of the bank.
Reliability, Responsiveness, Assurance, Empathy and Tangible not have significant positives causalities toward customer’s satisfaction of PT. BPR JATENG FORK GUBUG GROBOGAN.
Based on the results of the research and the available fact, it is expected that the policy implication proposed is improving service quality to customers’ satisfaction.
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