PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN FASILITAS BANK TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDA PT BPD KALTIMTARA-TENGGARONG --

ABSTRAK
Nofanna Retno Lestiyarini 2021. Penelitian ini berjudul Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Fasilitas Bank Terhadap Kepuasan Nasabah Tabungan Simpeda Pada PT BPD Kaltimtara-Tenggarong. Jurusan Akuntansi, Program Studi Keuangan dan Perbankan, Politeknik Negeri Samarinda. Dengan pembimbing pertama Achmad Rudzali, S.Si., M.Si., dan Ibu Ratna Wulaningrum, S.E., M.Si., sebagai pembimbing kedua.
Tujuan penelitian ini adalah untuk mengetahui kualitas produk, kualitas pelayanan, dan fasilitas bank terhadap kepuasan nasabah di PT BPD Kaltimtara-Tenggarong baik secara parsial maupun secara simultan dan variabel yang paling dominan. Teknik pengumpulan data menggunakan kuesioner yang diukur dengan Skala Likert. Metode analisis data diuji dengan Statistical Product and Service Solution (SPSS). Jumlah sampel penelitian sebanyak 105 responden. Alat analisis yang digunakan adalah uji validitas, uji reliabilitas, uji normalitas, uji multikolonieritas, uji heterokedastisitas, analisis regresi linear berganda, uji F, uji t dan uji R2. Hasilnya analisis berganda dapat disimpulkan bahwa hasil variabel kualitas produk sebesar 0,006 hal ini menyatakan bahwa variabel kualitas produk berpengaruh secara signifikan terhadap kepuasan nasabah. Selanjutnya kualitas pelayanan sebesar 0,453 hal ini menyatakan bahwa variabel kualitas pelayanan berpengaruh secara signifikan terhadap kepuasan nasabah. Dan variabel fasilitas bank sebesar 0,584 hal ini menyatakan bahwa variabel fasilitas bank berpengaruh negatif dan tidak signifikan terhadap kepuasan nasabah. Sedangkan hasil uji F menunjukkan angka 32,750 hasil ini menunjukkan bahwa variabel kualitas produk, kualitas pelayanan, dan fasilitas bank berpengaruh signifikan secara bersama-sama (simultan) terhadap kepuasan nasabah.
Kata-kata kunci: Kualitas Produk, Kualitas Pelayanan, Fasilitas Bank, Kepuasan Nasabah
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ABSTRACT
Lestiyarini, Nofanna Retno 2021. This research is entitled The Effect of Product Quality, Service Quality, and Bank Facilities on Simpeda Savings Customer Satisfaction at PT BPD Kaltimtara-Tenggarong. Department of Accounting, Finance and Banking Study Program, Samarinda State Polytechnic. With the first supervisor Achmad Rudzali, S.Si., M.Si., and Mrs. Ratna Wulaningrum, S.E., M.Si., as the second supervisor.
The purpose of this study was to determine product quality, service quality, and bank facilities on customer satisfaction at PT BPD Kaltimtara-Tenggarong either partially or simultaneously and the most dominant variable. The data collection technique used a questionnaire measured by a Likert Scale. The data analysis method was tested with Statistical Product and Service Solution (SPSS). The number of research samples as many as 105 respondents. The analytical tools used are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis, F test, t test and R2 test. The results of multiple analysis can be concluded that the results of the product quality variable are 0.006, this means that the product quality variable has a significant effect on customer satisfaction. Furthermore, the quality of service is 0.453, this means that the service quality variable has a significant effect on customer satisfaction. And the bank facility variable is 0.584, this means that the bank facility variable has a negative and insignificant effect on customer satisfaction. While the results of the F test show the number 32,750. This result shows that the variables of product quality, service quality, and bank facilities have a significant effect simultaneously (simultaneously) on customer satisfaction.
Keywords: Product Quality, Service Quality, Bank Facilities, Customer Satisfaction