Peran kualitas program "Daya" Bank BTPN dalam membangun kepuasan layanan terhadap economic quality of life dan intensi berperilaku nasabah (studi kasus nasabah purnabakti Bank BTPN Cabang Cililitan) = The role of program daya quality Bank BTPN in the building customer satisfaction economic quality of life and behavioral intentions (case study of BTPN Purnabakti branch Cililitan)
Khusnul Khatimah;
Tengku Ezni Balqiah, supervisor; Ignatius Heruwasto, examiner
(Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014)
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[ABSTRAK Tesis ini menganalisis pengaruh dari kualitas jasa teknis dan kualitas jasafungsional terhadap kepuasan layanan terhadap nasabah peserta kegiatan padaprogram ?DAYA? dan Economic quality of life para nasabah. Selain itu penelitianjuga dilakukan untuk melihat bagaimana peran kepuasan layanan dan Economicquality of life terhadap nasabah dalam membangun intensi berperilaku . Penelitianini adalah penelitian deskriptif yang menggunakan metode multiple regresi linearuntuk mengetahui bagaimana pengaruh satu variabel bila dipengaruhi oleh duavariabel secara bersamaan. Hasil penelitian menunjukkan bahwa terdapathubungan yang positif dan signifikan antara kualitas jasa teknis dan kualitas jasafungsional terhadap kepuasan layanan terhadap nasabah peserta kegiatan padaprogram ?DAYA?, antara kepuasan layanan dengan intensi berperilaku nasabah.Namun dari hasil penelitian juga menunjukkan bahwa tidak terdapat hubunganyang positif dan signifikan antara kualitas jasa teknis dan kualitas jasa fungsionalterhadap Economic quality of life nasabah peserta kegiatan pada program?DAYA? dan antara Economic quality of life dengan intensi berperilaku nasabah. ABSTRACT The purpose of this research is to determine the influence of technical servicequality and functional service quality to service satisfaction and Economic qualityof life of the customer to participants in the "DAYA" program. In addition,research is also carried out to see how the role of the service satisfaction andEconomic quality of life of the customer in intentions behavior. This research is adescriptive study using multiple linear regression to determine how the effect ofone variable when it is affected by two variables simultaneously. The resultsshowed that there is a positive and significant relationship between technicalservice quality and functional service quality to the customer satisfaction ofparticipants in the "DAYA" program, the customer satisfaction with the intentionbehavior. the study also showed that there is not a positive and significantrelationship between technical service quality and functional service quality toEconomic quality of life of participants in the program activities "DAYA"between Economic quality of life with the intention of customer behavior.;The purpose of this research is to determine the influence of technical servicequality and functional service quality to service satisfaction and Economic qualityof life of the customer to participants in the "DAYA" program. In addition,research is also carried out to see how the role of the service satisfaction andEconomic quality of life of the customer in intentions behavior. This research is adescriptive study using multiple linear regression to determine how the effect ofone variable when it is affected by two variables simultaneously. The resultsshowed that there is a positive and significant relationship between technicalservice quality and functional service quality to the customer satisfaction ofparticipants in the "DAYA" program, the customer satisfaction with the intentionbehavior. the study also showed that there is not a positive and significantrelationship between technical service quality and functional service quality toEconomic quality of life of participants in the program activities "DAYA"between Economic quality of life with the intention of customer behavior., The purpose of this research is to determine the influence of technical servicequality and functional service quality to service satisfaction and Economic qualityof life of the customer to participants in the "DAYA" program. In addition,research is also carried out to see how the role of the service satisfaction andEconomic quality of life of the customer in intentions behavior. This research is adescriptive study using multiple linear regression to determine how the effect ofone variable when it is affected by two variables simultaneously. The resultsshowed that there is a positive and significant relationship between technicalservice quality and functional service quality to the customer satisfaction ofparticipants in the "DAYA" program, the customer satisfaction with the intentionbehavior. the study also showed that there is not a positive and significantrelationship between technical service quality and functional service quality toEconomic quality of life of participants in the program activities "DAYA"between Economic quality of life with the intention of customer behavior.] |
 T-Khusnul Khatimah.pdf :: Unduh
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| No. Panggil : | T-Pdf |
| Entri utama-Nama orang : | |
| Entri tambahan-Nama orang : | |
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| Subjek : | |
| Penerbitan : | Jakarta: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014 |
| Program Studi : |
| Bahasa : | ind |
| Sumber Pengatalogan : | LibUI ind rda |
| Tipe Konten : | text |
| Tipe Media : | computer |
| Tipe Carrier : | online resource |
| Deskripsi Fisik : | xiv, 83 pages ; illustration : 28 cm + appendix |
| Naskah Ringkas : | |
| Lembaga Pemilik : | Universitas Indonesia |
| Lokasi : | Perpustakaan UI |
| No. Panggil | No. Barkod | Ketersediaan |
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| T-Pdf | 15-17-635628999 | TERSEDIA |
| Ulasan: |
| Tidak ada ulasan pada koleksi ini: 20390391 |
