THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. BANK BUKOPIN KABUPATEN SIDRAP, SULAWESI SELATAN

  • Pandi Putra Fakultas Ekonomi dan Bisnis Ilmu Sosial Andi sapada pare pare Sulawesi Selatan, Indonesia
  • Amrial Amrial Fakultas Ekonomi dan Bisnis Ilmu Sosial Andi sapada pare pare Sulawesi Selatan, Indonesia
DOI: https://doi.org/10.30996/jmm17.v8i02.5625
Keywords: Effect, Quality of Service And Customer Satisfaction

Abstract

This research aims to find out and analyze how much the influence of service quality on customer satisfaction on PT. Bank Bukopin Sidrap. The Analysis method used in this study is multiple linear analysis. Where the method of collecting data is through Observation, Questionnaires, and interviews. The determination of the sample was determined by solving the formula and obtained by 344 respondents. The results of this study showed that the results showed that there is a tangible influence, reliability, responsiveness, assurance, and, empathy on customer satisfaction in PT. Bank Bukopin Sidrap. This is evidenced by the statistic Fhitung result of 9,339. The results of the R2 determinant test in this study obtained a determinant value of R2 of 0.621 which means that the magnitude of the influence of tangible variables, reliability, responsiveness, assurance, and empathy on customer satisfaction is 62.1% and the remaining 37.9% described other variables that are not included in this study.

Downloads

Download data is not yet available.

Author Biographies

Pandi Putra, Fakultas Ekonomi dan Bisnis Ilmu Sosial Andi sapada pare pare Sulawesi Selatan, Indonesia
Fakultas Ekonomi dan Bisnis
Amrial Amrial, Fakultas Ekonomi dan Bisnis Ilmu Sosial Andi sapada pare pare Sulawesi Selatan, Indonesia
Fakultas Ekonomi dan Bisnis Ilmu Sosial Andi sapada pare pare Sulawesi Selatan, Indonesia

References

Ekonomi MikroTeori dan Kasus, Edisi

, Cetakan Pertama, Yogyakarta: Sekolah

Tinggi Ilmu Ekonomi YKPN.

Darmawan, Johnny. (2014). Kiprah Toyota Melayani

Indonesia. Jakarta: PT. Gramedia Pustaka

Utama.

Fandy, Tjiptono. (1997). Strategi Pemasaran, Edisi

Kedua, Cetakan Pertama, Yogyakarta:

Andi Offset.

(2004). Manajemen Jasa, Edisi Pertama,

Yogyakarta: Andi Offset.

.(2005). Pemasaran Jasa, edisi pertama.

Yogyakarta: Bayu media Publishing

Ghozali, Imam. (2005). Aplikasi Analisis Multivariate

dengan Program SPSS (Edisi Ke3).

Semarang: Universitas Dipenogoro.

(2006). Aplikasi Analisis Multivariate

dengan Program SPSS (EdisiKe 4).

Semarang: Universitas Diponegoro.

(2007), Aplikasi Analisis Multivariate

Dengan Program SPSS, Semarang:

Universitas Diponogoro.

Gujarati, Damodar. (2004). Basic Econometrics

(Ekonometrika Dasar). Jakarta : Erlangga.

JMM17 Jurnal Ilmu Ekonomi & Manajemen

September 2021 Vol. 08 No. 02

Hardiyati, Ratih.(2010)“Analisis Pengaruh

Kualitas Pelayanan Terhadap Kepuasan

Konsumen Menggunakan Jasa

Penginapan (Villa) Agrowisata Kebun

Teh Pagilaran

Kotler, Philip.(1997), Manajemen Pemasaran.

Edisi Bahasa Indonesia jilid satu. Jakarta:

Prentice Hall.

(2000). Prinsip – Prinsip Pemasaran

Manajemen, Jakarta : PT. Prenhalindo.

(2002), Manajemen Pemasaran,

EdisiMillenium, Jilid 2. Jakarta: PT

Prenhallindo.

Lupiyoadi dan Hamdani, (2006). Manajemen

Pemasaran jasa Edisi kedua. Jakarta:

Salemba Empat.

Moleong, Lexy J. (2010). Metodologi

Penelitian Kualitatif, Bandung: Remaja

Rosdakarya.

Nasution, Arman Hakim. (2005). Manajemen

Industri. Yogyakarta: AND

Rangkuti, Freddy (2002), Measuring Customer

Satisfaction, Jakarta: PT Gramedia

Pustaka Utama

Sugiyono. (2015). Metode Penelitian

Kombinasi (Mix Methods). Bandung:

Alfabeta.

(2016). Metode Penelitian Kuantitatif

Kualitataif dan Kombinasi (Mixed

Methods). Bandung: Alfabeta.

Sunyoto, Danang, (2018), Konsep Dasar Riset

Pemasaran Dan Perilaku Konsumen.

Yogyakarta: CAPS (Center for Academic

Publishing Service)

Sunarto. (2003). Perilaku Konsumen.

Yogyakarta : AMUS Jogyakarta dan CVN

geksigondo Utam

Published
2021-10-18
How to Cite
Putra, P., & Amrial, A. (2021). THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. BANK BUKOPIN KABUPATEN SIDRAP, SULAWESI SELATAN. JMM17 : Jurnal Ilmu Ekonomi Dan Manajemen, 8(02), 91 - 98. https://doi.org/10.30996/jmm17.v8i02.5625
Issue
Vol 8 No 02 (2021)
Section
Articles
Copyright (c) 2021 jmm17

Authors who publish to JMM17: Jurnal Ilmu Ekonomi Dan Manajemen agree to the following terms:

    1. Authors transfer the copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
    2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
    3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)