DAIWOKAS, ARIMAS DWI UTARI (2023) Pengaruh Kualitas Pelayanan (Tangible, Reliability, Responsivenes, Assurance, Empathy) Terhadap Kepuasan Nasabah Pinjaman Kredit Kur Pada Bank Bri Unit Klojen Kota Malang. Diploma thesis, Fakultas Ekonomi Dan Bisnis Universitas Merdeka Malang.

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Abstract

A bank is a company that applies a high quality service system to every product and service offered. Service quality is important at the Bank where the quality of service provided must be in accordance with the needs and expectations of customers. By fulfilling the needs and expectations of the customer, it will bring satisfaction to the customer and will be loyal because of the achievement of the expectations desired by the customer. The purpose of this study is to measure and determine the effect of service quality (tangible, reliability, responsiveness, assurance, empathy) both partially and simultaneously of these five variables on KUR loan customer satisfaction at Bank BRI Unit Klojen Malang City. This type of research is quantitative with a sample of 100 people, the preparation of this questionnaire the researcher uses a Likert scale with a score of 1-5 in each statement chosen. There are five service quality variables which then become benchmarks in compiling statement instruments. By using data analysis techniques including multiple linear regression analysis, t test (partial) and f test (simultaneous). The test results in this study indicate that the service quality variables (tangible, reliability, responsiveness, assurance, empathy) have a partially significant effect on the satisfaction of KUR loan customers at Bank BRI Unit Klojen Malang City and also simultaneously the quality of service (tangible, reliability, responsiveness, assurance, empathy) has a significant effect on KUR loan customer satisfaction at Bank BRI Unit Klojen Malang City.

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