Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt.Bank Mandiri Republik Indonesia Unit Tanjung Siang

Abstract

Di era globalisasi dalam kegiatan ekonomi, peranan dunia usaha khususnya dalam sektor finansial dan perbankan semakin menampakan perubahan yang sangat pesat. Dalam dunia perbankan yang menjadi sorotan utama buka hanya produk dan jasa, kualitas pelayanan merupakan bagian penting yang perlu dimiliki oleh pelaku usaha perbankan. Dalam rangka memuaskan nasabah, sebuah bank harus berusaha untuk meningkatkan kualitas harapan nasabah. Berdasarkan hasil penelitian diketahui tingkat kualitas pelayanan di PT. BMRI unit Tanjung Siang terhadap nasabahnya cukup tinggi. Tingkat kepuasan nasabah di PT. BMRI unit Tanjung Siang cukup tinggi. Namun Pengaruh kualitas pelayanan secara variabel x tunggal (parsial) terhadap kepuasan nasabah di PT. BMRI unit Tanjung Siang tidak memiliki pengaruh namun bila kualitas pelayanan digabungkan dengan variabel x (lainnya) memiliki pengaruh terhadap kepuasan nasabah.

In the era of globalization in economic activities, the role of the business world, especially in the financial and banking sectors, is increasingly showing rapid changes. In the banking world, which is the main focus open only to products and services, the quality of services is an important part that needs to be owned by banking businesses. In order to satisfy customers, a bank must strive to improve the quality of customer expectations. Based on the results of the study note the level of service quality at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang for its customers is quite high. The level of customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang is quite high. The effect of service quality is variable x single (partial) on customer satisfaction at at PT. Bank Mandiri Republik Indonesia (PT.BMRI) Unit Tanjungsiang has no influence but if service quality is combined with x (other) variables it has an influence on customer satisfaction.