KONTRIBUSI FAKTOR TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, DAN EMPATHY TERHADAP KUALITAS LAYANAN DI PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG PALEMBANG

MELIYANTI, SRI and Saptawan, Ardiyan (2024) KONTRIBUSI FAKTOR TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, DAN EMPATHY TERHADAP KUALITAS LAYANAN DI PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

ABSTRACT This study aims to measure the magnitude of the influence of: 1) Tangibles on service quality, 2) Reliability on service quality, 3) Responsiveness to service quality, 4) Assurance on service quality, 5) Empathy for service quality, 6) Tangibles, Reliability, Responsiveness, Assurance, and Empathy together to the quality of service. This study used quantitative methods. The population in this study was 6,236 customers with a sample of 99 respondents. Data collection techniques use the questionnaire dissemination method. The results showed that tangibles had a positive effect (0.618) on service quality by 38.19%; reliability negatively affects (-0.107) on service quality by 1.14%; responsiveness has a positive effect (0.913) on service quality by 88.35%; assurance had a negative effect (-0.169) on service quality by 2.85%; and empathy had a negative effect (-0.095) on service quality by 0.9%; Tangibles, reliability, responsiveness, assurance, and empathy together have a positive effect on service quality by 49.56%. The results of this study suggest that it prioritizes increasing reliability, assurance, and empathy factors for service quality. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Quality of Service

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Tangibles, Reliability, Responsiveness, Assurance, Empathy, Kualitas Layanan
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Sri Meliyanti
Date Deposited:	25 Jan 2024 03:56
Last Modified:	25 Jan 2024 03:56
URI:	http://repository.unsri.ac.id/id/eprint/139653

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