ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY
Customer satisfaction has strategic implications for the company. Some studies suggest a number of benefits of customer satisfaction for the company that such a positive impact on customer loyalty, increase the tolerance of the price, customers tend to not switch to other suppliers easily and foster...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| _version_ | 1826047425285980160 |
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| author | , Fazlan Asqolani , Dr. Adi Djoko Guritno, MSIE. |
| author_facet | , Fazlan Asqolani , Dr. Adi Djoko Guritno, MSIE. |
| author_sort | , Fazlan Asqolani |
| collection | UGM |
| description | Customer satisfaction has strategic implications for the company. Some
studies suggest a number of benefits of customer satisfaction for the company that
such a positive impact on customer loyalty, increase the tolerance of the price,
customers tend to not switch to other suppliers easily and foster positive word of
mouth recommendations. A number of studies have also mentioned that the
quality of service and customer satisfaction are two different constructs but have
a close relationship, service quality is a antecedent of customer satisfaction,
service quality is a variable that affect customer satisfaction. To measure service
quality using SERVQUAL measurement scale is very commonly used, but the
approach of SERVQUAL as a measure of the quality of service was not free from
criticism. The controversy of using gap analysis and five dimensions of
SERVQUAL that are not considered generic enough to be used throughout the
service industry. To that end, researchers Bahia and Nantel (2000) introduced the
concept of measuring service quality that is designed for the banking industry in
particular of retail banking, it�s called Banking Service Quality (BSQ). BSQ
measurement scale using dimensions such as effectiveness and assurance, access,
price, tangibles, service portfolio and reliability. In this thesis, the researcher will
use the BSQ scales to measure and analyze the effect of service quality toward
customer satisfaction cardholders of credit cards issued by Bank Mega.
This study uses primary data collected directly from the cardholders of
credit cards issued by Bank Mega through questionnaire method. The population
is Mega Bank credit card holders. Due to the size of the population, this study is
carried out using samples. The method used to collect the samples is accidental
sampling method. Numbers of samples in this study were 112 respondents and
analysis technique used is multiple regressions.
Of a series of test results show that the use of BSQ measurement scales has
a significant positive impact toward customer satisfaction on simultaneous test (F
test), but only three dimensions of BSQ such as the effectiveness and assurance,
service portfolio and reliability that shows a significant positive impact toward
satisfaction customers on partial test (t test). |
| first_indexed | 2024-03-13T23:10:41Z |
| format | Thesis |
| id | oai:generic.eprints.org:125442 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:10:41Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1254422016-03-04T08:36:41Z https://repository.ugm.ac.id/125442/ ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY , Fazlan Asqolani , Dr. Adi Djoko Guritno, MSIE. ETD Customer satisfaction has strategic implications for the company. Some studies suggest a number of benefits of customer satisfaction for the company that such a positive impact on customer loyalty, increase the tolerance of the price, customers tend to not switch to other suppliers easily and foster positive word of mouth recommendations. A number of studies have also mentioned that the quality of service and customer satisfaction are two different constructs but have a close relationship, service quality is a antecedent of customer satisfaction, service quality is a variable that affect customer satisfaction. To measure service quality using SERVQUAL measurement scale is very commonly used, but the approach of SERVQUAL as a measure of the quality of service was not free from criticism. The controversy of using gap analysis and five dimensions of SERVQUAL that are not considered generic enough to be used throughout the service industry. To that end, researchers Bahia and Nantel (2000) introduced the concept of measuring service quality that is designed for the banking industry in particular of retail banking, it�s called Banking Service Quality (BSQ). BSQ measurement scale using dimensions such as effectiveness and assurance, access, price, tangibles, service portfolio and reliability. In this thesis, the researcher will use the BSQ scales to measure and analyze the effect of service quality toward customer satisfaction cardholders of credit cards issued by Bank Mega. This study uses primary data collected directly from the cardholders of credit cards issued by Bank Mega through questionnaire method. The population is Mega Bank credit card holders. Due to the size of the population, this study is carried out using samples. The method used to collect the samples is accidental sampling method. Numbers of samples in this study were 112 respondents and analysis technique used is multiple regressions. Of a series of test results show that the use of BSQ measurement scales has a significant positive impact toward customer satisfaction on simultaneous test (F test), but only three dimensions of BSQ such as the effectiveness and assurance, service portfolio and reliability that shows a significant positive impact toward satisfaction customers on partial test (t test). [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Fazlan Asqolani and , Dr. Adi Djoko Guritno, MSIE. (2013) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65611 |
| spellingShingle | ETD , Fazlan Asqolani , Dr. Adi Djoko Guritno, MSIE. ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title | ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title_full | ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title_fullStr | ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title_full_unstemmed | ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title_short | ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PEMEGANG KARTU KREDIT BANK MEGA MENGGUNAKAN SKALA PENGUKURAN BANKING SERVICE QUALITY |
| title_sort | analisis pengaruh kualitas layanan terhadap kepuasan nasabah pemegang kartu kredit bank mega menggunakan skala pengukuran banking service quality |
| topic | ETD |
| work_keys_str_mv | AT fazlanasqolani analisispengaruhkualitaslayananterhadapkepuasannasabahpemegangkartukreditbankmegamenggunakanskalapengukuranbankingservicequality AT dradidjokoguritnomsie analisispengaruhkualitaslayananterhadapkepuasannasabahpemegangkartukreditbankmegamenggunakanskalapengukuranbankingservicequality |