文章基本信息

标题：PENGARUH DIMENSI BANKING SERVICE QUALITY (BSQ) TERHADAP KEPUASAN NASABAH BANK
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作者：Sri Sumardiningsih ; Wawan Sundawan ; Lies Endarwati 等
期刊名称：Jurnal Economia
印刷版ISSN：1858-2648
出版年度：2012
卷号：8
期号：2
页码：126-134
DOI：10.21831/economia.v8i2.1222
出版社：FE UNY
摘要：Effect of Banking Service Quality ( BSQ) Dimensions toward s Bank Customer Satisfaction.This study aim s to determine the effect of Banking Service Quality ( BSQ) to the customer satisfaction of BPD B ank in DIY .This research is a survey research with a sample of 1.536 respondents.The s ample was taken by purposive sampling technique .Data collection instrument was questionnaires and analyzed using multiple regression .The results showed that six dimensions of BSQ simultaneously gave positive and significant impact on customer satisfaction .If seen from each dimension individually; the highest influence c ame from the reliability dimension and the lowest dimensions were from A ccess and Services Portfolio dimensions.For the national servants (PNS) customers , the BSQ six dimensions simultaneously g ave a positive and significant impact on customer satisfaction ; t he highest influence came from the reliability dimension and the lowest was from portfolio services dimension .For t he n on national servants , the BSQ six dimensions simultaneously g ave a positive and significant impact on customer satisfaction ; t he highest influence came from the reliability dimension and the lowest was from portfolio services dimension .Keywords : Banking Service Quality , Customer Satisfaction Abstrak: Pengaruh Dimensi Banking Service Quality (BSQ) Terhadap Kepuasan Nasabah Bank .Penelitian ini bertujuan untuk mengetahui pengaruh Banking Service Quality (BSQ) terhadap kepuasan nasabah Bank BPD di DIY.Penelitian ini merupakan penelitian survey dengan sampel secara keseluruhan berjumlah 1.536 responden.Sampel diambil dengan teknik purposive sampling.Instrumen pengumpulan data berupa kuesioner dan dianalisis dengan regresi ganda.Hasil penelitian menunjukkan keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, jika dilihat tiap dimensi maka pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah dari dimensi Akses serta Portofolio Jasa.Untuk nasabah PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa, dan untuk nasabah non PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa.
其他摘要：Abstract: Effect of Banking Service Quality ( BSQ) Dimensions toward s Bank Customer Satisfaction. This study aim s to determine the effect of Banking Service Quality ( BSQ) to the customer satisfaction of BPD B ank in DIY . This research is a survey research with a sample of 1.536 respondents. The s ample was taken by purposive sampling technique . Data collection instrument was questionnaires and analyzed using multiple regression . The results showed that six dimensions of BSQ simultaneously gave positive and significant impact on customer satisfaction . If seen from each dimension individually; the highest influence c ame from the reliability dimension and the lowest dimensions were from A ccess and Services Portfolio dimensions. For the national servants (PNS) customers , the BSQ six dimensions simultaneously g ave a positive and significant impact on customer satisfaction ; t he highest influence came from the reliability dimension and the lowest was from portfolio services dimension . For t he n on national servants , the BSQ six dimensions simultaneously g ave a positive and significant impact on customer satisfaction ; t he highest influence came from the reliability dimension and the lowest was from portfolio services dimension . Keywords : Banking Service Quality , Customer Satisfaction Abstrak: Pengaruh Dimensi Banking Service Quality (BSQ) Terhadap Kepuasan Nasabah Bank . Penelitian ini bertujuan untuk mengetahui pengaruh Banking Service Quality (BSQ) terhadap kepuasan nasabah Bank BPD di DIY. Penelitian ini merupakan penelitian survey dengan sampel secara keseluruhan berjumlah 1.536 responden. Sampel diambil dengan teknik purposive sampling. Instrumen pengumpulan data berupa kuesioner dan dianalisis dengan regresi ganda. Hasil penelitian menunjukkan keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, jika dilihat tiap dimensi maka pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah dari dimensi Akses serta Portofolio Jasa. Untuk nasabah PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa, dan untuk nasabah non PNS, keenam dimensi BSQ secara simultan berpengaruh positif dan signifikan terhadap kepuasan nasabah, pengaruh tertinggi berasal dari dimensi keterhandalan dan terendah berasal dari dimensi portofolio jasa. Kata Kunci: Banking Service Quality, Kepuasan Nasabah
关键词：Banking Service Quality; Kepuasan Nasabah