ANALISIS PENGARUH KUALITAS PELAYANAN TELLER TERHADAP KEPUASAN ANGGOTA PADA BMT POLIDANA POLITEKNIK NEGERI SEMARANG

Authors

  • Aris Sunindyo (Sinta ID: 6036143) Politeknik Negeri Semarang

DOI:

https://doi.org/10.32497/keunis.v9i1.2156

Keywords:

Service Quality, Customer Satisfaction

Abstract

This study aims to examine the quality of teller service which consists of tangibles, reliability, responsiveness, assurance, and empathy of member satisfaction by saving at Baitul Maal Wat Tamwil (BMT) Polidana Semarang State Polytechnic. The data used are primary data in the form of questionnaires' distribution to BMT members. The data used are primary data which are distributed through questionnaires to BMT members. This study used 100 members of the BMT Polidana as a sample. The data analysis tool used multiple regression analysis with SPSS 21. The results showed that tangibles, reliability, responsiveness and assurance had a significant effect on member satisfaction in saving at BMT Polidana State Polytechnic Semarang while empathy (empathy) does not have a significant effect on member satisfaction in saving at BMT Polidana Semarang State Polytechnic

Author Biography

Aris Sunindyo, (Sinta ID: 6036143) Politeknik Negeri Semarang

Sinta ID :  6036143

References

Darwin, S. dan Kunto, Y.S. (2014). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia ”“ Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1-12.

Gerson, R.F., Widyaningrum, H. (2001). Mengukur Kepuasan Pelanggan: Panduan Menciptakan Pelayanan Murni. Jakarta: Lembaga Manajemen PPM.

Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Guru Ekonomi. (2020). Baitul Maal Wat Tamwil. (https://sarjanaekonomi.co.id/pengertian-bmt/. Webpage., 21 Juli 2020)

Kasmir. (2007). Dasar-Dasar Perbankan. Jakarta: PT Raja Grafindo Persada.

Koesasi, M. dan Latief, M.A. (2017). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Unit Usaha Syariah (UUS) PT. Bank Tabungan Negara (Persero), Tbk. Kantor Cabang Syariah Balikpapan. Jurnal Akuntansi Manajemen Madani, 1(1), 91-114.

Kuswanto, Adi. (2009). Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Nasabah. Jurnal Ekonomi Bisnis, 14(2), 125-134.

Lumempow, N.R., Mandey, S., Rotinsulu, J.J. (2015). Analisis Faktor-Faktor Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. Bank Mandiri. Tbk Cabang Bahu Mall Manado. Jurnal EMBA. 3(3), September 2015, 1275-1286.

Mustofa, U.Z. dan Siyamto, Y. (2015). Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Pada Bank Umum Syariah di Surakarta. Jurnal Ilmiah Ekonomi Islam, 1(2), 94-105.

Panjaitan, J.E., Yuliati, A.L. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung. DeReMa Jurnal Manajemen, 11(2), September 2016, 265-289.

Puung, F.K., Fudholi, A., Dharmmesta, B.S. (2014). Analisis Pengaruh Kualitas Pelayanan Pada Kepuasan dan Loyalitas Pelanggan Di Salon dan Spa. Jurnal Manajemen dan Pelayanan Farmasi, 4(2), 105”“110.

Rangkuti, F. (2002). Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama.

Rosita, R. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah BNI, BRI, Bank Mandiri dan BCA di Bekasi. E-Journal WIDYA Ekonomika, 1(1), 51-57.

Sugiyono. (2012). Memahami Penelitian Kualitatif. Bandung: Alfabeta.

Sulistyawati, N.M.A., Seminari, N.K. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Indus Ubud Gianyar. E-Jurnal Manajemen Unud, 4(8), 2318-2332.

Wiharsih, N.E., Efendi. (2014). Kepuasan Pelanggan Terhadap Layanan Frontline. Jurnal Manajemen, 11(2), 83-91.

Wiyanto. (2016). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Tinggi dan Rendah Nasabah di Bank Syariah Mandiri Cabang Salatiga. MUQTASID Jurnal Ekonomi dan Perbankkan Syariah, 7(2), 117-135.

Yulianti, F. (2013). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Tabungan Pada Bank Panin TBK KCP A. Yani Banjarmasin. SPREAD Jurnal Ilmiah Bisnis dan Keuangan, 3(2), 87-100.

Downloads

Additional Files

Published

2021-02-27

Issue

Vol. 9 No. 1 (2021): JANUARI 2021

Section

Articles

License

KEUNIS  is licensed under a  Creative Commons Attribution-ShareAlike 4.0 International License.

 Authors who publish with this journal agree to the following terms:

    1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a  Creative Commons Attribution-ShareAlike 4.0 International License  that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
    2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
    3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See  The Effect of Open Access).