PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN PADA BANK PANIN TBK KCP A. YANI BANJARMASIN

Abstract

This research was aim to: (1) identify and analyze the influence of service quality which consists of reliability, assurance, tangibles, empathy, responsiveness to customer savings satisfaction simul-taneously at Panin Bank Tbk. KCP A. Yani Banjarmasin; (2) identify and analyze the influence of service quality which consists of reliability, assurance, tangibles, empathy, responsiveness to customer savings satisfaction partially at Panin Bank Tbk. KCP A. Yani Banjarmasin; and, (3) identify and analyze the dominant factors that have  influence on customer savings satisfaction at Panin Bank Tbk. KCP A. Yani Ban-jarmasin. This study used a questionnaire as a data collection tool. The population in this study is an individual or a savings customer at Panin Bank Tbk. KCP A. Yani Banjarmasin with a total sample of 93 customers. The data sources in this research using primary and secondary data. The data collection technique through this research are using  surveys and questionnaires. Data analysis was performed using multiple regression method. Based on the results of the regression analysis showed that the variables of service quality (reliability, assurance, tangibles, empathy, responsiveness) simultaneously have a significant influence on savings customer satisfaction at Panin Bank Tbk. KCP A. Yani Banjarmasin because the calculated F value (39.898) is greater than F table (2,319) = 0.000 or sig.F smaller than α = 0.05. The magnitude effect of service quality variables (reliability, assurance, tangibles, empathy, responsiveness) simultaneously at 69.6%. Analysis of the partial test results (t test), that variable reliability (X₁), assurance (X₂), tangibles (X₃), empathy (X₄), responsiveness (X₅), partially have significant influence on savings customer satisfaction at Panin Bank Tbk. KCP A. Yani Banjarmasin. The magnitude of reliability variable (X₁) affect the customer satisfaction of 49.3%, assurance (X₂) by 40.7%, tangibles (X₃) by 53.2%, empathy (X₄) of 45.3%, and responsiveness (X₅) amounted to 54.1%. Based on the value of the beta coefficient, the variable Reliability (X₁) is the most dominant variable affecting savings customer satisfaction at Panin Bank Tbk. KCP A. Yani Banjarmasin because it has a beta coefficient (0.366) larger than other when compared with the variable quality of other services.