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PENGARUH SERVICESCAPE DAN KUALITAS PELAYANAN TERHADAP KOMITMEN NASABAH TABUNGAN PADA BANK SULUTGO MANADO | Ruata | Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi

PENGARUH SERVICESCAPE DAN KUALITAS PELAYANAN TERHADAP KOMITMEN NASABAH TABUNGAN PADA BANK SULUTGO MANADO

Wanly . Ruata, Lisbeth . Mananeke, Imelda W.J Ogi

Abstract


Abstrak: Karena kegiatan perekonomian berhubungan erat dengan perbankan, Bank merupakan lembaga keuangan yang menjadi tempat bagi perusahaan, badan-badan pemerintahan dan swasta, maupun perorangan untuk menyimpan dananya. Untuk meningkatkan laba perusahaan dan menjaga komitmen nasabah pada bank tersebut maka perusahaan perlu meningkatkan servicescape dan kualitas layanan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Servicescape dan kualitas pelayanan terhadap komitmen nasabah tabungan pada Bank SulutGo Manado. Analisis data yang digunakan dalam penelitian ini adalah regresi linear berganda, Hasil penelitian menunjukan bahwa secara simultan Servicescape dan kualitas pelayanan berpengaruh signifikan terhadap komitmen nasabah. Sebaiknya perusahaan meningkatkan kualitas pelayanan yang ada dan tetap mempertahankan Servicescape yang sudah dilakukan perusahaan agar tidak hanya melihat dari satu aspek saja tapi melihat dari beberapa aspek.

 

Kata Kunci :  servicescape, kualitas layanan, komitmen nasabah

 


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DOI: https://doi.org/10.35794/emba.v6i3.20215

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