LUTFI, ADEN WINANGUN (2020) PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN NASABAH TERHADAP KEPUASAN NASABAH PADA LEMBAGA PERKREDITAN DESA DI KALIBUKBUK SINGARAJA. Undergraduate thesis, UNIVERSITAS PENDIDIKAN GANESHA.
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Abstract
Abstrak Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan dan kepercayaan nasabah secara simultan dan parsial terhadap kepuasan nasabah di Lembaga Perkreditan Desa (LPD) Kalibukbuk Singaraja Bali, desain penelitian yang digunakan adalah penelitian kuantitatif kausal. Metode pengumpulan data menggunakan kuesioner, yang kemudian dianalisis menggunakan regresi berganda dengan uji asumsi klasik. Sampel dalam penelitian ini yaitu konsumen LPD di Kalibukbuk Singaraja Bali yang pernah melakukan transaksi minimal dua kali saat penelitian ini dilakukan dan melakukan transaksi di koprasi sejenis. Hasil penelitian ini adalah (1) Ada pengaruh kualitas pelayanan dan kepercayaan nasabah terhadap kepuasan nasabah di LPD Kalibukbuk Singaraja Bali (2) Ada pengaruh kualitas pelayanan terhadap kepuasan nasabah di LPD Kalibukbuk Singaraja Bali sebesar 13,0%; (3) Ada pengaruh kepercayaan nasabah terhadap kepuasan nasabah di LPD Kalibukbuk Singaraja Bali sebesar 11,0%. Kata kunci: Kualitas pelayanan, kepercayaan, kepuasan nasabah. Abstrak This study aims to examine the effect of service quality and customer trust simultaneously and partially on customer satisfaction at the Kalibukbuk Singaraja Bali Village Credit Institution (LPD). The research design used is causal quantitative research. The data collection method used a questionnaire, which was then analyzed using multiple regression with the classical assumption test. The sample in this study were LPD consumers in Kalibukbuk Singaraja Bali who had made transactions at least twice when this research was conducted and made transactions in similar cooperatives. The results of this study are (1) There is an effect of service quality and customer trust on customer satisfaction at LPD Kalibukbuk Singaraja Bali (2) There is an effect of service quality on customer satisfaction at LPD Kalibukbuk Singaraja Bali by 13.0%; (3) There is an effect of customer trust on customer satisfaction at LPD Kalibukbuk Singaraja Bali by 11.0%. Keywords: service quality, trust, customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Kualitas pelayanan, kepercayaan, kepuasan nasabah. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi > Jurusan Manajemen > Program Studi Manajemen (S1) |
| Depositing User: | Aden Winangun Lutfi |
| Date Deposited: | 23 Oct 2020 02:27 |
| Last Modified: | 23 Oct 2020 02:27 |
| URI: | http://repo.undiksha.ac.id/id/eprint/4264 |
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