Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. Bank Rakyat Indonesia Unit Tomohon Selatan

Abstract

This study aims to clarify and determine the influence of service quality on customer satisfaction together and partial as well as to determine which varieties are the dominant influence on customer satisfaction at PT. Bank Rakyat Indonesia Unit Tomohon Selatan. The independent variables used in this study are tangible, reliability, responsiveness, assurance and empathy, and the dependent variable in this study is the customer satisfaction. This research was conducted at PT. Bank Rakyat Indonesia Unit Tomohon Selatan. The population sample used is a Bank Rakyat Indonesia Unit Tomohon Selatan customers. The sampling technique uses Accidental Sampling. The sample used in this study amounted to 96 people respondents. Based on the F test results was showed that F Sig. 0,000<0,005, which means the Service Quality which consists of tangible, reliability, responsiveness, assurance, and empathy have a significant influence on customer satisfaction. Based on the t results showed that the variables of tangible, reliability, responsiveness, and empathy have no influence on customer satisfaction. T-test results also showed that the assurance (X₄) variable have had the most powerful effect compared with other variables, so the assurance (X₄) variable have the dominant influence on customer satisfaction.