Wicaksono, Muhammad Ilham (2024) Pengaruh Kualitas Pelayanan, Produk dan Lokasi Terhadap Kepuasan Nasabah (Studi Kasus PT Bank Pembangunan Daerah Jawa Timur Tbk. Kantor Kas Singosari). Undergraduate thesis, Fakultas Ekonomi dan Bisnis Universitas Merdeka Malang.

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Abstract

Customer satisfaction is the extent to which the performance of a product and service is perceived to meet its expectations. The aim of this research is to determine the significant influence of service quality, product, and location on customer satisfaction (Case Study at PT Bank Pembangunan Daerah Jawa Timur Tbk. Singosari Branch), both simultaneously and partially. Service quality encompasses a model that depicts consumer conditions based on their expectations of service, influenced by past experiences, promotions, and word-of-mouth information, while products refer to everything that can be offered to the market to satisfy desires and needs, and location refers to various activities carried out by the company to make the product accessible and available to target customers. The population in this study is all PT Bank Pembangunan Daerah Jawa Timur Tbk. Singosari Branch. The data used in the study are primary data, while the sample used is 100 respondents collected through questionnaires distributed via Google Form and filled out by the respondents. The data analysis model uses validity tests, reliability tests, classic assumption tests (normality test, heteroskedasticity test, and multicollinearity test), and multiple linear regression analysis models. Meanwhile, data analysis techniques use statistical f-tests and t-tests with the help of the SPSS program. The results of the analysis and discussion show that the variables of service quality, product, and location simultaneously have a significant influence on customer satisfaction at PT Bank Pembangunan Daerah Jawa Timur Tbk. Singosari Branch. Partially, the variables of service quality, product and location each have a positive and significant influence on customer satisfaction at PT Bank Pembangunan Daerah Jawa Timur Tbk. Singosari Branch.

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