BOFRA, DESPRINA MAGDALENA (2023) Pengaruh Kualitas Produk Terhadap Kepuasan Nasabah Pada Pt. Bank Papua (Persero), Tbk Kantor Cabang Kab. Sorong. Diploma thesis, Fakultas Ekonomi Dan Bisnis Universitas Merdeka Malang.

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Abstract

This study aims to determine customer perceptions of quality products, to find out customer descriptions of customer satisfaction and to determine the effect of product quality on customer satisfaction. Population in this research is all customers who save at PT. Bank Papua (Persero), Tbk Branch Office Kab. Sorong and the number of samples of 50 customers. Technique sampling using purposive sampling. Data analysis technique using multiple linear regression using SPSS 22. The results of the research show that there is an influence significant relationship between product quality and customer satisfaction. Customer perception on product quality of Bank Papua (Persero), Tbk Kab.Sorong Branch Office based on performance indicators (performance), features (features), reliability (reliability), durability, consistency and design prove the existence of a positive perception which has determined the image of the bank in the eyes of society and a description of customer satisfaction based on indicators of staying loyal, buying the product offered, recommending the product and providing input has proven that customers are satisfied with the quality products provided by the Bank.

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