Pengaruh Kualitas Pelayanan Jasa Perbankan terhadap Kepuasan Nasbah pada Bank Sumut Cabang Pembantu Seribudolok

Abstract

A bank is a financial institution in Indonesia has a Major Role For Indonesian Economy continuity. As prayers one attempt for retain customers / consumer, can should bank determines policies and technology the right fence used to achieve the goals set. Where will affect the accuracy, accuracy, ability and speed hearts bank client service providing customers so that can given the extent to which customers feel services consisting of physical evidence dimensions (tangibles), reliability (reliability), responsiveness (responsiveness), security ( assurance) and empathy (empathy) the bank party posted given. Purpose of research husband is to investigate and analyze the influence of the quality of services consists differences physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance) and empathy (empathy) operates simultaneously and partial customer satisfaction hearts use bank services Sumut branch Seribudolok for more know which variable the predominant. Variables That used hearts research physical evidence is husband, reliability, responsiveness, assurance, and attention (x) as a free variable variable or tbk. and satisfaction consumer (y) as the dependent variable variable or bound. population the use namely entire customer of bank Sumut branch Seribudolok. the study sample was taken using husband engineering accidental sampling, sample the lead with slovin formula of 100 respondents. Using analysis technique multiple linear regression techniques. Results Of Research Husband Is a Physical Evidence (tangibles), reliability (reliability), Responsiveness (responsiveness), Insurance (assurance), empathy (empathy), significant positive effect on customer satisfaction Operate Against the simultaneous and partially in Bank Sumut Branch Seribudolok and variable namely more dominant variable reliability (reability)