PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BPR POLATAMA KUSUMA KANTOR CABANG NGAWI

Wibowo, Nanang Agus (2026) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BPR POLATAMA KUSUMA KANTOR CABANG NGAWI. S1 thesis, Universitas PGRI Madiun.

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Abstract

ABSTRACT Nanang Agus Wibowo (2026). The Influence of Organizational Culture and Career Path on Employee Morale at Lawu Plaza Madiun. Thesis. Management Study Program, Faculty of Economics and Business, Universitas PGRI Madiun. Supervisor (I) Dr. Hari Purwanto, S.E., M.M. Supervisor (II) Rollis Ayu Ditasari, S.E., M.Ak This study aims to analyze the influence of service quality comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy on customer satisfaction at BPR Polatama Kusuma, Ngawi Branch. The research is motivated by a declining trend in the number of customers over the last three years, indicating potential issues in customer retention. A quantitative research method was employed, involving 324 respondents who are customers of BPR Polatama Kusuma Ngawi. Data were collected through questionnaires and analyzed using multiple linear regression, t-tests (partial), F-tests (simultaneous), and the coefficient of determination (R2). The results indicate that, simultaneously, the five dimensions of service quality have a positive and significant effect on customer satisfaction (p = 0.000). The coefficient of determination (R2) of 0.826 reveals that service quality variables contribute 82.6% to customer satisfaction, while the remaining 17.4% is influenced by other factors outside the scope of this study. Partially, the results are as follows Responsiveness Shows a positive and significant effect on customer satisfaction (p = 0.004), Assurance Shows a positive and highly significant effect on customer satisfaction (p = 0.000), Empathy: Shows a positive and highly significant effect on customer satisfaction (p = 0.000), Tangibles and Reliability Do not have a significant partial effect on customer satisfaction (p > 0.05). These findings suggest that in the context of microbanking, customers prioritize functional aspects, security, and personal closeness over luxurious physical office facilities. Keywords: Service Quality, Customer Satisfaction, BPR Polatama Kusuma, Ngawi.

Item Type:	Thesis/Skripsi/Tugas Akhir (S1)
Kata Kunci:	Kualitas Pelayanan, Kepuasan Nasabah, BPR Polatama Kusuma, Ngawi.
Subjects:	A Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	WIBOWO AGUS NANANG
Date Deposited:	12 May 2026 08:30
Last Modified:	12 May 2026 08:30
URI:	http://eprint.unipma.ac.id/id/eprint/7587

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