Siahe, Endang (2023) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Anggota Ksp Cu Banuri Harapan Kita Cabang Karangan Kabupaten Landak Kalimantan Barat. Undergraduate thesis, Fakultas Ekonomi Dan Bisnis Universitas Merdeka Malang.

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Abstract

This study aims to determine the relationship partially and simultaneously the effectof service quality with indicators of assurance, reliability, tangible, empathy,responsiveness to the satisfaction of KSP CU Banuri Harapan Kita members, KaranganBranch, Landak Regency, West Kalimantan. The population in this study were customersor members of KSP CU Banuri Harapan Kita Karangan Branch, totaling 73 membersusing the slovin formula calculation which resulted in a sample of 42 respondents. Thesampling technique used simple random sampling, namely taking samples from apredetermined population without regard to the strata exist in this population bydetermining the sample size in this study using the opinion of Taro Yamane or Slovinbecause the total population is more than 100 so that the determination of the samplesize can be taken between 5% -10.Methods of data collection using questionnaires anddocumentation. The analysis technique uses multiple linear regression. The output ofSPSS version 21 can be seen partially that the assurance indicator has a significancevalue of 0.002 <0.05, the reliability variable has a significance value of 0.000 <0.05, thetangible variable has a significance value of 0.000 <0.05, the empathy variable has asignificance value of 0.000 <0.05, the variable Responsiveness obtains a beta value of0.018 with a significance value of 0.001 <0.05, so partially there is a positive andsignificant effect on satisfaction. The output results of data calculations using SPSSversion 21 can be seen that F count is 2,998 and a significance value of 0.000 <0.05,then Ho is rejected and Ha is accepted. The most dominant variable on the satisfaction ofKSP members of the Banuri Harapan Kita CU, Karang branch, is the assurance variablewith a beta coefficient (ꞵ ) of 0.459

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