PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MELAKUKAN TRANSAKSI KEUANGAN PADA PT. BANK PERKREDITAN RAKYAT PEMBANGUNAN KERINCI (BANK KERINCI) SUNGAI PENUH

Ari Juanda, S.Ap

Abstract

ABSTRACT 

_{Ari Juanda, NPM: 1610078201091 "The effect of service quality on customer satisfaction in conducting financial transactions at PT. Kerinci Development Rural Bank (Bank Kerinci) Sungai Penuh ”. The purpose of this study was to determine the effect of service quality variables (X) on Customer Satisfaction (Y). In this study, the data analysis used quantitative methods, namely the analysis of the data instrument test, simple linear regression, coefficient of determination, t test and hypothesis test. Data collection techniques using a questionnaire by distributing questionnaires to 30 respondents to customers who conduct financial transactions at PT. Kerinci Development Rural Bank (Bank Kerinci) Sungai Penuh. The main problem in this research is whether there is a significant influence between service quality and customer satisfaction in conducting financial transactions at PT. Kerinci Development Rural Bank (Bank Kerinci) Sungai Penuh. Based on the results of the study, it can be concluded that there is a significant influence between the Service Quality variables on Customer Satisfaction as evidenced by t count> t table 5,501> 2,048. Meanwhile, the influence of Service Quality variables on Customer Satisfaction is 62.7%.}