Hubungan Kualitas Pelayanan Dengan Kepuasan Nasabah: Kasus Bank Niaga CBC Tebet

Abstract

Quality services of Bank Niaga CBC Tebet use the service quality as independent variable. The measurable rating scales form consist of reliability, responsiveness, assurance, empathy and tangible which is explained by Berry and Parasuraman (1991) in their book “Marketing Services Competing Through Quality”. Satisfaction variable as dependent variable measured in rating scale form and consist of two indicators, which are customer perception and service moment. Degree of relationship between service qualitiy and satisfaction analyzed by Spearman correlation, coefficient of determination and hypothesis testing. Based on survey data, determinant quality services is the most influence to customer satisfaction. Rank correlation as 0.804 is significant at confidence level 99.99% (significance 0.0000). Bank service quality explain about 64.6 percet of customer satisfaction variance (coefficient of determination 64.6% ). It means the correlation form between them are strong and positive.