PENGARUH KUALITAS PELAYANAN FRONTLINER MELALUI PENILAIAN TANGIBLE, RELIABILITY, RESPONSIVENESS, ASSURANCE, DAN EMPATHY TERHADAP KEPUASAN NASABAH PADA PT BRI (PERSERO), Tbk UNIT HARAPAN BARU SAMARINDA TAHUN 2022 --Ed. 1

ABSTRAK
Anindya Rahmadini, 2022, Pengaruh Kualitas Pelayanan Frontliner
Melalui Penilaian Tangible, Reliability, Responsiveness, Assurance, Empathy
Terhadap Kepuasan Nasabah Pada PT BRI (Persero) Tbk Unit Harapan
Baru Samarinda Tahun 2022. Jurusan Akuntansi, Program Studi Keuangan dan
Perbankan. Dibawah bimbingan Bapak Rifadin Noor, S.E., M.Si., Selaku
pembimbing I dan Bapak Drs. Diyah Permana. M.Hum., selaku pembimbing
II.Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan
melalui penilailan tangible, reliability, responsiveness, assurance dan empathy
terhadap kepuasan nasbah secara parsial dan simultan pada Bank BRI Unit
Harapan Baru. Metode penelitian diuji dengan program IBM SPSS (Statistical
Product and Service Solution) ver 25. Variabel independen dalam penelitian ini
adalah Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), dan
Empathy (X5) sedangkan variabel dependen adalah Kepuasan Nasabah (Y).
Instrumen pengumpulan data berupa kuesioner yang diukur dengan skala likert.
Sampel pada penelitian ini adalah 99 orang nasabah yang berinteraksi secara
langsung dengan petugas frontliner PT BRI (Persero) Tbk Unit Harapan Baru
Samarinda Tahun 2022 dengan menggunakan teknik pengambilan sampel
accidental sampling. Penelitian ini terdiri dari enam hipotesis dan penelitian ini
menyimpulkan bahwa Reliability (X2), Responsiveness (X3), Assurance (X4)
secara parsial berpengengaruh signifikan terhadap kepuasan nasabahn(Y)
sedangkan Tangible (X1), Empathy (X5) secara parsial tidak berpengaruh
signifikan terhadap kepuasan nasabah (Y) pada PT BRI (Persero) Tbk Unit
Harapan Baru Samarinda Tahun 2022.
Kata Kunci : Kualitas Pelayanan, Kepuasan nasabahviii
ABSTRACT
Anindya Rahmadini, 2022, The Influence of Frontliner Service Quality
Through Tangible Assessment, Reliability, Responsiveness, Assurance, Empathy
Towards Customer Satisfaction at PT BRI (Persero), Tbk Unit Harapan Baru
Samarinda in 2022. Department of Accounting, Finance and Banking Study
Program. Under the supervision of Mr. Rifadin Noor, S.E., M.Si., as supervisor I
and Mr. Drs. Diyah Permana. M. Hum., as supervisor II. The purpose of this
study was to examine the effect of service quality through the assessment of
tangible, reliability, responsiveness, assurance and empathy on customer
satisfaction partially and simultaneously at Bank BRI Unit Harapan Baru. The
research method was tested with the IBM SPSS’ (Statistical Product and Service
Solution) of over 25 programs. The independent variables in this study were
Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and
Empathy (X5). Dependent was Customer Satisfaction (Y). The data collection
instrument was a questionnaire measured by a Likert scale. The sample in this
study was 99 customers who interacted directly with the frontliners of Bank BRI
Harapan Baru Unit using accidental sampling technique. This study consisted of
six hypotheses and this study concludes that Reliability (X2), Responsiveness (X3),
Assurance (X4) partially have a significant effect on customer satisfaction (Y)
while Tangible (X1), Empathy (X5) partially have no significant effect on
customer satisfaction (Y) at Bank BRI Unit Harapan Baru.
Keywords: Service Quality, Customer Satisfaction