FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN NASABAH PT. BRI, Tbk SAMARINDA TAHUN 2020 --

ABSTRAK
Celine Meiliana, 2021 “Faktor-Faktor Yang Berpengaruh Terhadap Kepuasan Nasabah PT. BRI, Tbk Samarinda Tahun 2020” Jurusan Akuntansi, Program Studi Keuangan dan Perbankan. Di bawah bimbingan Bapak Aris Tri Cahyono, SE., M.SA.,Ak selaku Dosen Pembimbing pertama, dan Bapak Chottam, SE., M.Si selaku Dosen Pembimbing kedua.
Kualitas Pelayanan memegang peranan penting dalam suatu perusahaan karena keberhasilan perusahaan dalam memperluas pasar adalah memproduksi barang atau jasa sesuai dengan standar kualitas yang telah ditetapkan. Dan Kepuasan Nasabah merupakan tingkat perasaan seseorang setelah membandingkan kinerja yang dirasakan sesuai dengan harapannya.
Tujuan penelitian ini adalah untuk menguji faktor kualitas pelayanan, customer service terhadap kepuasan nasabah secara parsial dan simultan pada PT. BRI, Tbk Samarinda Tahun 2020.
Instrumen Pengumpulan data berupa Kuesioner yang diukur dengan Skala Likert. Sampel dalam penelitian ini adalah 114 orang nasabah PT. BRI, Tbk Samarinda Tahun 2020 yang dilakukan secara acak dengan menggunakan teknik pengambilan sampel convenience sampling.
Metode analisis data diuji dengan Statistical Product and Service Solution (SPSS), yang meliputi uji validitas dengan r hitung > r tabel sebesar (0.1824) dan bernilai positif, uji reliabilitas dari kualitas pelayanan (X1), customer service (X2), dan kepuasan nasabah (Y) memiliki nilai yang reliabel, uji asumsi klasik, uji regresi linear berganda, pengujian hipotesis melalui uji t untuk kualitas pelayanan bernilai (2.352) dan customer service bernilai (4.513), dan uji F hitung bernilai (12.012) > F tabel bernilai (3.08), serta uji koefisien determinasi (R2) Adjusted R Square bernilai (0.163) menunjukkan bahwa variabel kualitas pelayanan, customer service terbukti berpengaruh positif dan signifikan terhadap kepuasan nasabah pada PT. BRI, Tbk Samarinda Tahun 2020.
Kata Kunci : Kualitas Pelayanan, Customer service, Kepuasan Nasabah
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ABSTRACT
Celine Meiliana, 2021 “Factors Affecting Customer Satisfaction of PT. BRI, Tbk Samarinda Year 2020” Department of Accounting, Finance and Banking Study Program. Under the guidance of Mr. Aris Tri Cahyono, SE., M.SA., Ak as the first Supervisor, and Mr. Chottam, SE., M.Si as the second Supervisor.
Service quality plays an important role in a company because the company's success in expanding the market is to produce goods or services in accordance with predetermined quality standards. And Customer Satisfaction is the level of one's feelings after comparing the perceived performance in accordance with his expectations.
The purpose of this study was to examine the factors of service quality, customer service on customer satisfaction partially and simultaneously at PT. BRI, Tbk Samarinda in 2020.
The instrument for collecting data is in the form of a questionnaire which is measured by a Likert Scale. The sample in this study were 114 customers of PT. BRI, Tbk Samarinda in 2020 which was conducted randomly using convenience sampling sampling technique.
The data analysis method was tested with Statistical Product and Service Solution (SPSS), which includes validity test with r count > r table of (0.1824) and positive value, reliability test of service quality (X1), customer service (X2), and customer satisfaction (Y) has a reliable value, classic assumption test, multiple linear regression test, hypothesis testing through t-test for service quality is worth (2352) and customer service is worth (4,513), and the calculated F test is worth (12,012) > F table is worth ( 3.08), and the coefficient of determination (R2) of Adjusted R Square value (0.163) indicates that the service quality variable, customer service has a positive and significant effect on customer satisfaction at PT. BRI, Tbk Samarinda in 2020.
Keywords: Service Quality, Customer Service, Customer Satisfaction