PENGARUH PENILAIAN MARKETING RESEARCH INDONESIA (MRI) TERHADAP KEPUASAN NASABAH PADA LAYANAN CUSTOMER SERVICE PERBANKAN (Studi Pada PT. Bank Rakyat Indonesia Tbk., Yogyakarta)

• Main Authors: , Riana Anasthasia Dagi, , Prof. Dr. Nopirin, M.A.
• 格式: Theses and Dissertations NonPeerReviewed
• 出版: [Yogyakarta] : Universitas Gadjah Mada 2012
• 主題: ETD
• 在線閱讀: https://repository.ugm.ac.id/100342/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=56323
• 機構: Universitas Gadjah Mada

The society craved banking that not only healthy and strong, but also play a role in financing economy effectively and efficiently . The banking industry need to keep first settled to improve competitiveness especially to face very real challenges ahead, that is the embodiment of the ASEAN Economic Community 2015. In order to increase customer satisfaction for services provided, customer service of BRI Bank need to improve the quality of the service. The quality of the service refers to the dimension of the quality of service that is used by Marketing Research Indonesia (MRI) in assessing the performance of banking services in Indonesia using the dimensions of the reliability, assurance, tangible, empathy and responsiveness. This research goals is to examine the influence of the quality of service that is used by MRI in assessing the performance of banking services in Indonesia using the dimensions of the reliability, assurance, tangible, empathy and responsiveness to customers satisfaction in service that given by Customer Service BRI Bank Yogyakarta. Based on research data processing obtained the following results. 1. Reliability has significantly affect to customer satisfaction. 2. Assurance has significantly affect to customer satisfaction. 3. Empathy has significantly affect to customer satisfaction. 4. Tangible has not significantly influence to customer satisfaction on the services given by Customer Service BRI Bank Yogyakarta. 5. Responsiveness has no significantly effect on customer satisfaction on the services given by Customer Service BRI Bank Yogyakarta. 6. Quality of service measured by using dimension reliability, assurance, tangible, empathize and responsiveness simultaneously impact on the achievement of customer satisfaction on service customer service in BRI bank Yogyakarta. 7. Reliability, assurance, tangible, empathy and responsiveness contributed to customer satisfaction on service of customer service BRI bank Yogyakarta of 53,9 percent while 46,1 percent others influenced by other variables which not included in this research. 8. Empathy is the the most dominant dimension that influence satisfaction of customers.