FAKTOR PENENTU TERHADAP KEPUASAN NASABAH MENABUNG DI MASA PANDEMI COVID-19 PADA PT BANK RAKYAT INDONESIA TBK CABANG SAMARINDA 1 --Ed. 1

FAKTOR PENENTU TERHADAP KEPUASAN NASABAH MENABUANG DI MASA PANDEMI COVID-19 PADA PT BANK RAKYAT INDONESIA TBK CABANG SAMARINDA 1
Nama Mahasiswa : Aldi Alfian
Nim : 18 661 065
Dosen Pembimbing : 1. Dr. La Ode Hasiara, S.E., M.M., M.Pd., Akt., CA
2. Nyoria Anggraeni Mersa, S.E., M.Si
ABSTRAK
Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, produk, fasilitas dan promosi terhadap kepuasan nasabah menabung di masa pandemi covid-19 pada PT Bank Rakyat Indonesia Tbk Cabang Samarinda 1 baik secara parsial maupun simultan. Metode pengumpulan data menggunakan kuesioner yang diukur dengan skala Likert. Metode analisis data diuji dengan Statistical Product And Service Solution (SPSS). Jumlah sampel penelitian sebanyak 100 responden. Alat analisis yang digunakan adalah uji validitas, uji reliabilitas, uji normalitas, uji multikolonieritas, uji heteroskedastisitas, analisis regresi linier berganda, uji t, uji F dan uji R2. Hasil penelitian menunjukkan bahwa secara parsial variabel kualitas pelayanan, produk, fasilitas dan promosi berpengaruh positif dan signifikan terhadap minat menabung nasabah. Secara simultan variabel kualitas pelayanan, produk, fasilitas dan promosi berpengaruh positif dan signifikan terhadap kepuasan nasabah menabung di masa pandemi covid-19 pada PT Bank Rakyat Indonesia Tbk Cabang Samarinda 1.
Kata Kunci: Kualitas Pelayanan, Produk, Fasilitas, Promosi, Kepuasan Nasabah

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Determinants of Customer Satisfaction Saving in the Covid-19 Pandemic at PT Bank Rakyat Indonesia Tbk Samarinda Branch 1
Name of Student : Aldi Alfian
Student ID Number : 18 661 065
Examiner : 1. Dr. La Ode Hasiara, S.E., M.M., M.Pd., Akt., CA
2. Nyoria Anggraeni Mersa, S.E., M.Si
ABTRACT
The purpose of this study is to find out the effect of quality of service, products, facilities and promotion on the saving customers satisfaction in the Covid-19 Pandemic at PT Bank Rakyat Indonesia Tbk Samarinda Branch Office 1 both partially and simultaneously. The data collection method uses questionnaires measured on the Likert scale. The data analysis method is tested with the Statistical Product and Service Solution (SPSS). The number of research samples was 100 respondents. The analytical tools used are validity test, reliability test, normality test, multicolonierity test, heteroskedasticity test, multiple linear regression analysis, t test, F test and R2 test. The results showed that partially quality of service, products, facilities and promotion had a positive and significant effect on saving customer satisfaction. Simultaneously quality of service, products, facilities and promotion have a positive and significant effect on the saving customers satisfaction in the Covid-19 Pandemic at PT Bank Rakyat Indonesia Tbk Samarinda Branch 1.
Keywords: Quality of Service, Product, Facilities, Promotion, Customer Satisfaction