PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH

Abstrak

The aim of this study was to analize the influence of services quality indicators on the satisfaction of  customers. Primary  data  was obtained from  customers of  Bank BNI Pondok Gede Plaza, Bekasi City through admission filling of questionnaire by using scale of Likert. In this study is used purposive sampling method. Data analysis technique used in this research  is simple linear regression and multiple linear regression. The results of this study indicated that tangible, reliability, responsiveness, assurance, and emphaty positively and significant influenced the satisfaction of  customers. The conclution of this study is that reliability was dominant than the other service quality indicators in influencing the satisfaction of  customers.