PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN PENANGANAN KELUHAN TERHADAP KEPUASAN NASABAH PADA PT BANK RAKYAT INDONESIA, Tbk KANTOR CABANG 2 SAMARINDA --

ABSTRAK
Muhammad Faisa Fradhetya Ekalana, 2020 “Pengaruh Kualitas Produk, Kualitas
Pelayanan dan Penanganan Keluhan Terhadap Kepuasan Nasabah Pada PT Bank Rakyat
Indonesia, Tbk Kantor Cabang 2 Samarinda” Jurusan Akuntansi, Program Studi
Keuangan dan Perbankan, Politeknik Negeri Samarinda, Di bawah bimbingan Bapak
Drs. Muhammad Kasim, M.M, selaku Dosen Pembimbing pertama dan Bapak Aris Tri
Cahyono, S.E., M.SA., Ak, selaku Dosen Pembimbing kedua. Tujuan penelitian ini
adalah untuk mengetahui pengaruh kualitas produk, kualitas pelayanan dan penanganan
keluhan terhadap kepuasan nasabah di PT Bank Rakyat Indonesia, Tbk Kantor Cabang
2 Samarinda baik secara parsial maupun secara simultan. Metode pengumpulan data
menggunakan kuesioner yang diukur dengan Skala Likert. Jumlah sampel penelitian
sebanyak 114 responden. Alat analisis yang digunakan adalah uji validitas, uji reabilitas,
uji normalitas, uji multikolonieritas, uji heteroskedastisitas, uji analisis regresi linear
berganda, uji t, uji F, dan uji R2. Hasil penelitian menunjukkan bahwa secara parsial
kualitas produk, kualitas pelayanan dan penanganan keluhan berpengaruh positif dan
signifikan terhadap kepuasan nasabah. Secara simultan kualitas produk, kualitas
pelayanan dan penanganan keluhan berpengaruh positif dan signifikan terhadap
kepuasan nasabah dengan nilais signifikansi sebesar 0.000< 0.05.
Kata Kunci : Kualitas Produk, Kualitas Pelayanan, Penanganan Keluhan, Kepuasan Nasabah
ABSTRACT
Muhammad Faisa Fradhetya Ekalana, 2020 "Effect of Product Quality, Quality of
Service and Handling of Complaints Against Customer Satisfaction at PT Bank Rakyat
Indonesia, Tbk Branch Office 2 Samarinda" Department of Accounting, Finance and
Banking Study Program, Samarinda State Polytechnic, Under the guidance of Mr. Drs.
Muhammad Kasim, M.M, as the first Lecturer and Mr. Aris Tri Cahyono, S.E., M.SA.,
Ak, as the second Guidance Lecturer. The purpose of this research is to find out the effect
quality of products, quality of service and handling of complaints against customer
satisfaction at PT Bank Rakyat Indonesia, Tbk Branch Office 2 Samarinda both partially
and simultaneously. The data collection method uses questionnaires measured by the
Likert Scale. The sample number of studies was 114 respondents. The analytical tools
used are validity test, rehabilitation test, normality test, multicolonierity test,
heteroskedasticity test, multiple linear regression analysis test, t test, F test, and R2 test.
The results showed that partially the quality of the product, the quality of service and the
handling of complaints had a positive and significant effect on customer satisfaction.
Simultaneously product quality, service quality and complaint handling have a positive
and significant effect on customer satisfaction with a significance value of 0,000< 0.05.
Keywords: Product Quality, Service Quality, Complaint Handling, Customer Satisfaction