Open AccessANALISIS KEPUASAN NASABAH TERHADAP PELAYANAN JASA PERBANKAN PADA BANK RAKYAT INDONESIA (BRI) DI JAWA TIMUR
Author(s) -
Maswar Patuh Priyadi,
Suwitho Suwitho
Publication year - 2017
Publication title -
ekuitas
Language(s) - English
Resource type - Journals
eISSN - 2548-5024
pISSN - 1411-0393
DOI - 10.24034/j25485024.y2006.v10.i2.2194
Subject(s) - nonprobability sampling , reliability (semiconductor) , customer satisfaction , business , business administration , sample (material) , chemistry , medicine , marketing , physics , population , environmental health , power (physics) , quantum mechanics , chromatography
The objective of this study is to investigate the simultaneous and the partial effect of service factors consist of reliability, responsiveness, assurance and emphaty on satisfaction of BRI customer in East Java. This study uses the sample of BRI customer lived in branch office of Kediri, Sumenep, Banyuwangi and Bojonegoro based on purposive random sampling method. Data is estimated using multiple linear regression model.The empirical result of study by partial t-test show that reliability not influence satisfaction, but another factors like responsiveness, assurance and emphaty influence satisfaction of BRI costumer. The result by simultaneous F-test show that reliability, responsiveness, assurance and emphaty influence satisfaction of BRI customer.