Analisis Kualitas Pelayanan Bank dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Rakyat Indonesia (BRI) Kantor Kas Polres Pati
Abstract
Tujuan dari penelitian ini adalah Untuk mengetahui dan menganalisis kualitas pelayanan yang terdiri dari (reliability), daya tanggap (responsiveness), jaminan (assurance), kepedulian (emphaty), dan bukti fisik/bukti langsung (tangible) dan kepuasan terhadap loyalitas nasabah pada Bank Rakyat Indonesia Kantor Kas Polres Pati
Populasi adalah sekumpulan objek yang memenuhi syarat-syarat tertentu yang berhubungan dengan masalah penelitian.Populasi juga sebagai keseluruhan (universum) dari objek penelitian yang berupa manusia, nilai, peristiwa, dan sebagainya sehingga objek-objek tersebut dapat menjadi sumber penelitian (Siregar, 2017). Populasi pada penelitian ini sebesar 1450 nasabah Bank BRI Kantor Kas Polres Pati.Dengan menggunakan rumus slovin ditetapkan sampel sebesar 94 nasabah. Uji yang dilakukan adalah uji Validitas ,Uji Reliabilitas,Uji asumsi Klasik, Regresi Linier Berganda, Uji Hipotesis (Uji t)Uji Kelayakan Model (Uji F), dan Uji Koefisien DeterminSI ((R2),Hasil penelitian disimpulkan Bahwa :Tangible berpengaruh signifikan terhadap loyalitas nasabah Bank BRI Kantor Kas Polres Pati. Reliability berpengaruh signifikan terhadap Loyalitas nasabah Bank BRI Kantor Kas Polres PatiResponsiveness berpengaruh signifikan terhadap Loyalitas nasabah Bank BRI Kantor Kas Polres PatiAssurance berpengaruh signifikan terhadap Loyalitas nasabah Bank BRI Kantor Kas Polres Pati,Empathy berpengaruh signifikan terhadap Loyalitas nasabah Bank BRI Kantor Kas Polres Pati,Kepuasan nasabah berpengaruh signifikan terhadap Loyalitas nasabah Bank BRI Kantor Kas Polres Pati
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