PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK MANDIRI KCM JAKARTA RAYA KOSAMBI JAKARTA BARAT
DOI:
https://doi.org/10.32493/jpkpk.v2i3.2829Keywords:
kualitas pelayanan, kepuasan nasabah, produk jasa, PT. Bank Mandiri (Persero) Tbk (KCM Jakarta Raya Kosambi) Jakarta Barat.Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap Kepuasan Nasabah PT. Bank Mandiri KCM Jakarta Raya Kosambi Jakarta Barat. Sampel penelitian sejumlah 85 orang nasabah, sample diambil dengan teknik random sampling.
Data primer diperoleh dengan metode survey menggunakan quesioner. Data dianalisis dengan analisis uji koefisien determinasi, uji hipotesis, deskriptif, korelasi, dan regresi sederhana. Sebelum data dianalisis terlebih dahulu dilakukan uji validitas dan reliabilitas.
Hasil analisis deskriptif menunjukkan bahwa persepsi nasabah terhadap kualitas pelayanan adalah baik dengan total jawaban setuju dan sangat setuju sebesar 70,7%. Begitu pula untuk kepuasan nasabah dalam kategori baik dengan mayoritas 78,1% membrikan jawaban setuju dan sangan setuju. Di sisi lain pada hasil uji hipotesis menghasilkan nilai 11,34. Hasil analisis korelasi menunjukkan adanya hubungan positif dan berkategori kuat antara kualitas pelayanan dengan kepuasan nasabah dengan nilai koefisien korelasi 0,7796. Hasil analisis regresi menunjukkan bahwa pengaruh kualitas pelayanan terhadap kepuasan nasabah dengan koefisiensi regresi 0,38. Sedangkan tingkat kontribusi koefisien determinasi pada kualitas pelayanan menghasilkan nilai 60,78%. Sisanya sebesar 39,22% dipengaruhi oleh faktor lain yang tidak diteliti dalam peneliti ini.
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