Triantika, Komang Septia (2022) Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Nasabah (Studi Kasus pada Pengguna Bca di Kota Malang). Undergraduate thesis, Fakultas Ekonomi dan Bisnis Universitas Merdeka Malang.

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Abstract

This study aims to determine the effect of service quality dimensions on customer satisfaction. This study examines the independent variables, namely physical evidence, responsiveness, reliability, empathy, assurance. This research is a causal associative research using a quantitative approach. The sample used in this study were 100 respondents using BCA in Malang City. The research data used is primary data collected by online survey using a questionnaire. The scale used is the Likert scale. Multiple regression analysis techniques, and hypothesis testing. The results showed that (1) physical evidence had a negative and insignificant effect on customer satisfaction, (2) empathy had a positive but not significant effect on customer satisfaction, (3) reliability, responsiveness, assurance had a positive and insignificant effect on customer satisfaction.

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