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引用次数: 2
摘要
本研究旨在探讨有形、可靠性、响应性、保证性、共情性对PT顾客满意度的影响。泰国国家银行(Persero)，泰国安汶分行，同时和单独。本研究使用的样本为150个样本。研究方法采用描述性和定量相结合的方法，并结合多元线性回归数据分析技术。本研究结果表明，同时有形性、可靠性、响应性、保证性和共情性变量对顾客满意有显著的正向影响，只有部分响应性变量对顾客满意没有显著影响。服务质量变量对PT顾客满意度的影响。银行Tabungan Negara (Persero)， Tbk Ambon分行70%的影响非常强，而另外30%受其他变量的影响。
Analisis Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah
This study aim ed to determine the effect of tangibles, reliability, responsiveness, assurance, and empathy from customer service performance to customer satisfaction at PT . Bank Tabungan Negara (Persero), Tbk Ambon Branch Office both simultaneou and p artia ly . The sample used in this study was 150 samples. The research method use d descriptive and quantitative methods with multiple linear regression data analysis techniqu es . The results of this study indicate that simultaneous tangibles, reliability, responsiveness, assurance, empathy variables have a significant and positive effect on customer satisfaction and only partially responsiveness variable which have no significant effect on customer satisfaction. The influence of service quality variables on customer satisfaction at PT . Bank Tabungan Negara (Persero), Tbk Ambon Branch is 70 % that influence is very strong while the other 30% is influenced by the other variables.
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