Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Bank BNI Kantor Kas Beachwalk Kuta

Puspa, Adelia (2025) Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Bank BNI Kantor Kas Beachwalk Kuta. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study aims to analyze the effect of service quality on customer satisfaction at Bank BNI Beachwalk Kuta Cash Office. In an era of increasingly competitive banking competition and rapid digital transformation, service quality is a crucial factor in maintaining customer loyalty. This study uses five dimensions of SERVQUAL tangible, reliability, responsiveness, assurance, and empathy as independent variables, while customer satisfaction is the dependent variable. The research method used is quantitative with a survey approach to 100 customer respondents selected using purposive sampling techniques. Data were collected through questionnaires and analyzed using multiple linear regression with the help of SPSS software. The results of the study show that partially and simultaneously, the five dimensions of service quality have a positive and significant effect on customer satisfaction. The Adjusted R Square determination coefficient value of 0.871 indicates that 87.1% of the variation in customer satisfaction can be explained by the five independent variables studied, while the remaining 12.9% is influenced by other factors outside the model. This finding reinforces the importance of improving service quality, especially in terms of reliability and responsiveness amidst limited workforce and suboptimal digitalization of services in tourist areas. The recommendations from this study are expected to be a reference for BNI in developing a service improvement strategy that is adaptive to customer needs in the digital era.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, BNI
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Administrasi Bisnis > Prodi D4 Manajemen Bisnis Internasional > Skripsi
Depositing User:	Adelia Puspa
Date Deposited:	04 Sep 2025 16:46
Last Modified:	04 Sep 2025 16:46
URI:	https://repository.pnb.ac.id/id/eprint/19420

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