Skripsi
#13692
SKRIPSI/AK.Keuangan dan Perbankan 032 GIT p 2021 ISBN:17 661 035

Subjects:Akuntansi keuangan dan perbankan Penelitian

    PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP KEPUASAN NASABAH PT. BANK CENTRAL ASIA (BCA) TBK. KCU SAMARINDA --

    Gitta Widya Sari / / /
    Samarinda 2021
    xv; 41 h; CD;21 cm Bahasa:Ind

    ABSTRAK
    Sari, Gitta Widya, 2021. Pengaruh Customer Relationship Management (CRM) Terhadap Kepuasan Nasabah PT Bank Central Asia (BCA) Tbk KCU Samarinda. Jurusan Akuntansi, Program Studi Keuangan dan Perbankan. Di bawah bimbingan Bapak Zulfikar, S.E., M.SA (Humbis) sebagai dosen pembimbing pertama dan Bapak Drs. Diyah Permana, M.Hum sebagai dosen pembimbing kedua.
    Penelitian ini bertujuan untuk mengetahui pengaruh komitmen, komunikasi, kualitas layanan dan kepercayaan terhadap kepuasan nasabah baik secara parsial maupun secara simultan. Penelitian ini menggunakan empat variabel independen yaitu, Komitmen, Komunikasi, Kualitas Layanan dan Kepercayaan serta Kepuasan Nasabah sebagai variabel dependen. Objek penelitian ini adalah PT Bank Central Asia (BCA) Tbk KCU Samarinda. Metode pengumpulan data menggunakan kuesioner yang diukur degan skala likert. Metode analisis data diuji dengan SPSS 20. Sampel yang digunakan sebanyak 100 responden. Teknik analisis data dilakukan dengan uji Instrumen (uji validitas dan reliabilitas), uji asumsi klasik, analisis regresi linear berganda, pengujian hipotesis melalui uji t dan uji F, serta analisis koefisien determinasi (R2). Hasil penelitian menunjukkan bahwa secara parsial komitmen, komunikasi, kualitas layanan dan kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Secara simultan komitmen, komunikasi, kualitas layanan dan kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah pada PT Bank Central Asia (BCA) Tbk KCU Samarinda.
    Kata Kunci : Komitmen, Komunikasi, Kualitas Layanan, Kepercayaan, Kepuasan Nasabah
    xvii
    ABSTRACT
    Sari, Gitta Widya, 2021. The Influence of Customer Relationship Management (CRM) on Customer Satisfaction at PT Bank Central Asia (BCA) Tbk KCU Samarinda. Department of Accounting, Finance and Banking Study Program. Under the guidance of Mr. Zulfikar, S.E., M.SA (Humbis) as the first supervisor and Mr. Drs. Diyah Permana, M.Hum as the second supervisor.
    This study aims to determine the effect of commitment, communication, service quality and trust on customer satisfaction either partially or simultaneously. This study uses four independent variables, namely, Commitment, Communication, Service Quality and Trust and Customer Satisfaction as the dependent variable. The object of this research is PT Bank Central Asia (BCA) Tbk KCU Samarinda. The data collection method used a questionnaire which was measured by a Likert scale. The data analysis method was tested with SPSS 20. The sample used was 100 respondents. The data analysis technique was carried out by using the instrument test (validity and reliability test), classical assumption test, multiple linear regression analysis, hypothesis testing through t test and F test, and analysis of the coefficient of determination (R2). The results showed that partially commitment, communication, service quality and trust had a positive and significant effect on customer satisfaction. Simultaneously commitment, communication, service quality and trust have a positive and significant impact on customer satisfaction at PT Bank Central Asia (BCA) Tbk KCU Samarinda.
    Keywords : Commitment, Communication, Service Quality, Trust, Customer Satisfaction