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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN PT. BANK SULTRA KAS WAKURU KECAMATAN TONGKUNO KABUPATEN MUNA

Business UHO: Jurnal Administrasi Bisnis · Vol. 1 No. 2 (2016) · pp. 335–345

DOI
10.52423/bujab.v1i2.9574
ISSN
2503-1406
Published
2016-11-10
Publisher
Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to determine the quality of service a positive and significant effect on customer satisfaction. The independent variable consists of Service Quality (X) The dependent variable is Customer Satisfaction (Y). A sample of 40 respondents were taken using the Purposive Sampling technique. The analysis used is a simple regression analysis using SPSS Version 16. The results of this study indicate that the quality of service observed through Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction were observed through indicators of Product Quality, Service Quality, Emotional Factors, Cost or ease of getting a product or service that is Service Quality has a positive and significant effect on Customer Satisfaction. The results showed that the research model was acceptable. ABSTRAK Penelitian ini bertujuan untuk mengetahui kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Variabel independent terdiri Kualitas Pelayanan (X) Variabel dependent adalah Kepuasan Nasabah (Y). Sampel berjumlah 40 responden yang diambil dengan menggunakan teknik Purposive Sampling. Analisis yang digunakan adalah analisis regresi sederhana dengan menggunakan alat bantu SPSS Versi 16. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan yang diamati melalui Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Empati dan Kepuasan Nasabah yang diamati melalui indikator Kualitas Produk, Kualitas Jasa, Faktor Emosional, Biaya atau kemudahan untuk mendapatkan produk atau jasa yakni Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Nasabah. Hasil penelitian menunjukkan bahwa model penelitian dapat diterima.

Keywords

Collaboration network of the authors

40 authors · 88 co-authorship links · 5 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Universitas Syiah Kuala
  • Institut Agama Islam Negeri Kendari
  • Indonesia University of Education
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Dhian HerdhiansyahAffiliation unknown10
Muh NasirUniversitas Halu Oleo5
Eka SuaibUniversitas Halu Oleo5
Saidin SaidinUniversitas Halu Oleo4
Makmur KambolongUniversitas Halu Oleo4
Muhammad SyukriUniversitas Syiah Kuala3
Wa Ode Srijuna RamayanaAffiliation unknown3
Sartono SartonoUniversitas Halu Oleo3
Adrian TawaiUniversitas Halu Oleo2
Rahman RahmanAffiliation unknown2
Liwaul LiwaulUniversitas Halu Oleo2
Nur IdaInstitut Agama Islam Negeri Kendari2
Ciang WindasariUniversitas Halu Oleo1
Nuraeni NuraeniUniversitas Halu Oleo1
Ryan Julio Dwi PutraUniversitas Halu Oleo1
Ilmainar MaunaUniversitas Halu Oleo1
Amriani YusufAffiliation unknown1
Justawan JustawanAffiliation unknown1
Faisal SaputraAffiliation unknown1
Hasbullah HasbullahUniversitas Halu Oleo1
Najib HusainUniversitas Halu Oleo1
Susi Sani FatmawatiAffiliation unknown1
Erwing ErwingUniversitas Halu Oleo1
La TarifuUniversitas Halu Oleo1
Marlinda MarlindaAffiliation unknown1
Asmunidar AsmunidarAffiliation unknown1
La Ode MustafaAffiliation unknown1
Basriah BasriahAffiliation unknown1
Muslim MuslimIndonesia University of Education1
Nina NinaAffiliation unknown1
Tanzil TanzilUniversitas Halu Oleo1
Firman AzisAffiliation unknown1
Marsan JuliantoAffiliation unknown1
Aco Nata SaputraAffiliation unknown1
Muhammad Tanzil Aziz RahimallahAffiliation unknown1
Ahmad AmiruddinAffiliation unknown1
Juriani JurianiAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/BUSSINESUHO/oai, first harvested 31 Okt 2026, last seen 31 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH TABUNGAN PT. BANK SULTRA KAS WAKURU  KECAMATAN TONGKUNO KABUPATEN MUNA</dc:title>
	<dc:creator>lamusa, farida</dc:creator>
	<dc:creator>amir, muh</dc:creator>
	<dc:creator>asriani, asriani</dc:creator>
	<dc:subject xml:lang="en-US">Administrasi Bisnis</dc:subject>
	<dc:subject xml:lang="en-US">Customer Satisfaction; Service Quality</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the quality of service a positive and significant effect on customer satisfaction. The independent variable consists of Service Quality (X) The dependent variable is Customer Satisfaction (Y). A sample of 40 respondents were taken using the Purposive Sampling technique. The analysis used is a simple regression analysis using SPSS Version 16. The results of this study indicate that the quality of service observed through Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy and Customer Satisfaction were observed through indicators of Product Quality, Service Quality, Emotional Factors, Cost or ease of getting a product or service that is Service Quality has a positive and significant effect on Customer Satisfaction. The results showed that the research model was acceptable. ABSTRAK                    Penelitian ini bertujuan untuk mengetahui kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Variabel independent terdiri Kualitas Pelayanan (X) Variabel dependent adalah Kepuasan Nasabah (Y).  Sampel berjumlah 40 responden yang diambil dengan menggunakan teknik Purposive Sampling. Analisis yang digunakan adalah analisis regresi sederhana  dengan menggunakan alat bantu SPSS Versi 16. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan yang diamati melalui Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Empati dan Kepuasan Nasabah yang diamati melalui indikator Kualitas  Produk, Kualitas Jasa, Faktor Emosional, Biaya atau kemudahan untuk mendapatkan produk atau jasa yakni Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Nasabah. Hasil penelitian menunjukkan bahwa model penelitian dapat diterima.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2016-11-10</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">Quantitative</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9574</dc:identifier>
	<dc:identifier>10.52423/bujab.v1i2.9574</dc:identifier>
	<dc:source xml:lang="en-US">Business UHO: Jurnal Administrasi Bisnis; Vol 1, No 2 (2016): Business UHO: Jurnal Administrasi Bisnis; 335-345</dc:source>
	<dc:source>2503-1406</dc:source>
	<dc:source>10.52423/bujab.v1i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/BUSSINESUHO/article/view/9574/6792</dc:relation>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:coverage xml:lang="en-US"></dc:coverage>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 farida lamusa, muh amir, asriani asriani</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
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