Pengaruh Antrian dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Bank Central Asia Cabang Harapan Indah

Welman, Modiza (2021) Pengaruh Antrian dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Bank Central Asia Cabang Harapan Indah. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

This thesis is entitled "(The Effect of Queues and Service Quality on Customer Satisfaction at PT Bank Central Asia Harapan Indah Branch)". This thesis was written by Modiza Welman, Economics Study Program S1 Management at Tri Bhakti College of Economics. This study aims to determine and analyze the effect of queuing and service quality on customer satisfaction at PT Bank Central Asia Harapan Indah Branch. This research was conducted at Bank Central Asia Harapan Indah Branch, Jln Sentral Niaga Harapan Indah Kav. CP2 No.1 Kota Harapan Indah, Pustaka Rakyat Village, Tarumajaya District, Bekasi Regency. The population used in this study were several BCA Harapan Indah. The sampling technique used is random sampling, namely the technique of taking samples from members of the population which is carried out randomly without regard to the strata that exist in the population. While the analysis technique used in this study is multiple linear regression. The results showed that the queue (X1) partially positive and significant effect on customer satisfaction (Y). This can be proven by the regression coefficient (b1) of 0.075 and the t-count value of 5.254 > t-table 1.984 and the significance value of 0.000 <0.05. Service Quality (X2) partially positive and significant effect on customer satisfaction (Y). This can be proven by the regression coefficient (b2) of 0.689 and the t-count value of 16.655 > t-table 1.984 and the significance value of 0.000 <0.05. Queue (X1) and Service Quality (X2) simultaneously have a positive and significant effect on customer satisfaction (Y). This can be proven by the calculated F value of 13.890 > F table 3.09 and with a significance value of 0.000 <0.05.

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