EFFECT DIMENSIONS QUALITY OF CUSTOMER SATISFACTION KALABAHI DISTRICT BRANCH BANK NTT ALOR

  • Elia Maruli Universitas Tribuana Kalabahi
  • Sefnat A. Tang Institusi (Universitas Tribuana Kalabahi)
Keywords: Tangible, Reliability, Responsiveness, Empathy Assurance and User Experience Market Services

Abstract

This research aims to analyze the influence of Quality of Service to the satisfaction of service users Alor Regency NTT Bank, either simultaneously or partial. This study uses five independent variables are tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), responsive (security) empathy (caring), and one dependent variable, namely the User Satisfaction bank services. The data used is the qualitative and quantitative data, while the data sources that are used are primary data obtained directly by the target population and the sample size has been determined, and secondary data obtained by collecting data, documents or reports that support the research, collection Data can be obtained from the company or parties related to the research. The method used is descriptive analysis and linear regression. The results obtained, that is simultan five variables affect the satisfaction casaba and partially, not all independent variables are non-effect on satisfaction casaba Bank NTT variable tangible, has no effect on kepuasan nasabah Bank NTT while variable reliability, responsiveness, assurance and empathy effect on User Satisfaction NTT Bank.

Published
2018-06-13