Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank CIMB Niaga Cabang Mataram

Abstract

The purpose of this study was to examine the effect of service quality, namely tagible, empathy, reliability, responsiveness and assurance on customer satisfaction at Bank CIMB Niaga Mataram Branch. The sampling technique used purvosive sampling and obtained 50 customers. Data analysis techniques use the classic assumption test and hypothesis testing. The results of the study using the t test show that partially the responsiveness and assurance variables have a significant effect on customer satisfaction. While the variables of tangibles, emphaty and reliability partially have no effect on customer satisfaction. The results of testing the hypothesis using the F test show that the variables of tangibles, emphaty, reliability, responsiveness, and assurance simultaneously affect customer satisfaction.