PENGARUH DIMENSI KUALITAS JASA PERBANKAN TERHADAP KEPUASAN NASABAH (Studi Kasus Pada PT. BTPN Tbk Cabang Jamb

Abstract

Banking Service Quality Dimensions (BSQ) is a dimension which is devoted tobanking to measure the variables or dimensions of service in the banking industry.Dimensions of effectiveness and assurance, access, price, tangible, portfolio,reliability (Banking Service Quality), Bahia and nantel 2002. In this regard, it isnecessary to do research on the influence of service quality dimensions Banking(BSQ) toward customer satisfaction in bank branches BTPN Jambi. Data collectiontechniques used in this study was questionnaires (respondents who captured some 95people who are bank customers BTPN Jambi), interviews with the staff and literaturestudy. This study uses linear regression analysis using analytical tools PASW Statistic18 (Predictive Analytic Software), to see the influence of independent variablesdirectly or through correlation to the dependent variable. Once analyzed, it is knownthat both simultaneously and partially, BSQ significantly influence customersatisfaction.

Keywords: Banking Service Quality (BSQ), Customer Satisfactio