Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/20918
Title: Pengaruh Service Excellence dan Corporate Image Terhadap Kepuasan Nasabah PT.Budi Gadai Indonesia Cabang Padang Bulan Medan
Other Titles: The influence of Service Excellence and Corporate Image on Customer Satisfaction PT. Budi Gadai Indonesia Branch Padang Bulan Medan
Authors: Gulo, Rizka Avina Damayanti
metadata.dc.contributor.advisor: Tarigan, Eka Dewi Setia
Keywords: service excellence;corporate image;kepuasan nasabah;customer satisfaction
Issue Date: Apr-2023
Publisher: Universitas Medan Area
Series/Report no.: NPM;188320122
Abstract: Penelitian ini bertujuan untuk mengetahui pengaruh service excellence dan corporate image terhadap kepuasan nasabah PT Budi Gadai Cabang Padang Bulan Medan. Pengambilan sampel dalam penelitian ini sebanyak 100 responden. Metode penelitian ini menggunakan jenis penelitian asosiatif-komparatif kuantitatif. Metode analisis yang digunakan adalah analisis regresi linear berganda dengan service excellence (X1) nilai t hitung 6,091 > 1,660 t tabel dan corporate image (X2) nilai t hitung 6,639 > 1,660 t tabel. Kedua variabel x berpengaruh positif terhadap kepuasan nasabah. Kemudian hasil perhitungan koefisien determinasi yaitu nilai r square sebesar 0,777 atau 77,7%. Sehingga dapat disimpulkan bahwa pengaruh service excellence dan corporate image mampu mempengaruhi kepuasan nasabah PT Budi Gadai Cabang Padang Bulan Medan sebesar 77,7% dan sisanya sebesar 22,3% dipengaruhi oleh variabel yang tidak diteliti dalam penelitian ini seperti kompensasi, motivasi kerja dan variabel terkait lainnya. This study aims to determine the effect of service excellence and corporate image on customer satisfaction at PT Budi Gadai Padang Bulan Medan Branch. Sampling in this study were 100 respondents. This research method uses quantitative associative-comparative research. The analytical method used is multiple linear regression analysis with service excellence (X1) t-count value of 6.091 > 1.660 t table and corporate image (X2) t-count value of 6.639 > 1.660 t table. The two x variables have a positive effect on customer satisfaction. Then the result of the calculation of the coefficient of determination is the value of r square of 0.777 or 77.7%. So it can be concluded that the influence of service excellence and corporate image is able to affect customer satisfaction of PT Budi Gadai Padang Bulan Medan Branch by 77.7% and the remaining 22.3% is influenced by variables not examined in this study such as compensation, work motivation and related variables. other
Description: 57 Halaman
URI: https://repositori.uma.ac.id/handle/123456789/20918
Appears in Collections:SP - Management

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188320122 - Rizka Avina Damayanti Gulo Fulltext.pdfCover, Abstract, Chapter I, II, III, V, Bibliography957.12 kBAdobe PDFView/Open
188320122 - Rizka Avina Damayanti Gulo Chapter IV.pdf
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