PENGARUH KUALITAS PELAYANAN DAN KINERJA TERHADAP KEPUASAN NASABAH DI PT BANK PEMBANGUNAN DAERAH SEMBILAN JAMBI CABANG KERINCI

ADI TRIMALASI

Abstract

The development of the banking usiness in Kerinci and Sungai Penuh districts has increased significantly,
this can be indicated by the increase in the namber of conventional, banks operating in Kerinci district and
Sungai Penuh city. The progress of a bank is not only market by the increasing number of branches opened,
the number of ATMs scattered everywhere, the products offered, the interest rate, but also the quality of
service from the bank itself. In the banking business, service is the key that differentiates a bank from its
compertitors, so that service plays an important role in achieving the marketing objektives of acompany.
Banking is a servicecompany that is closely related to trust, services and close integrated relationships are
the best interaction with customers.
This study uses a quantitative method with associative research type which aims to determine the efect or
relationship between two or more variables. The papulation in this research were the costumers of the
Jambi BPD bank as many as 89 visitors. The samples used inthis study were 89 samples based onthe Slovin
formula a tolerance level 5%. Sampling using sample random sampling technique.
The results showed that there was a significan influance between Service Quality on costumer satisfaction
by 47.3%; there is a sicnificant influance between employee performance on costumer satisfaction by
47.7%; and there is asimultaneous influance of the theree variables of 63.3%