Pengaruh Kepemimpinan dalam Meningkatkan Kualitas Layanan - Riset Eksperimen Kantor Cabang di Bank Jatim
This research aims to examine the effects of leadership quality on service excellence quality level of branch banking, which is using the branch managers as samples. The hypothesis is the higher quality of the leaders would impact on accelerating the service quality improvement on that branch bankin...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2011
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| Summary: | This research aims to examine the effects of leadership quality on service
excellence quality level of branch banking, which is using the branch managers
as samples. The hypothesis is the higher quality of the leaders would impact on
accelerating the service quality improvement on that branch banking.
Respondent selection conducted through purposive sampling with the
provisions that the leaders should have worked at least five years in the company,
and the branch is categorized as a �sensitive� branch (the revenue is more than
500 million per month) and has a highest opportunity to be reviewed by MRI.
The sample used amount are 10 person.
Analysis to test hypothesis using paired t-test analysis. The result provide
that the quality of leadership has a significant impact on service quality
improvements. |
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