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KONTRIBUSI FAKTOR TANGIBLES, RELIABILITY, RESPONSIVENESS, ASSURANCE, DAN EMPATHY TERHADAP KUALITAS LAYANAN DI PT. BANK TABUNGAN NEGARA (PERSERO) TBK KANTOR CABANG PALEMBANG

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ABSTRACT This study aims to measure the magnitude of the influence of: 1) Tangibles on service quality, 2) Reliability on service quality, 3) Responsiveness to service quality, 4) Assurance on service quality, 5) Empathy for service quality, 6) Tangibles, Reliability, Responsiveness, Assurance, and Empathy together to the quality of service. This study used quantitative methods. The population in this study was 6,236 customers with a sample of 99 respondents. Data collection techniques use the questionnaire dissemination method. The results showed that tangibles had a positive effect (0.618) on service quality by 38.19%; reliability negatively affects (-0.107) on service quality by 1.14%; responsiveness has a positive effect (0.913) on service quality by 88.35%; assurance had a negative effect (-0.169) on service quality by 2.85%; and empathy had a negative effect (-0.095) on service quality by 0.9%; Tangibles, reliability, responsiveness, assurance, and empathy together have a positive effect on service quality by 49.56%. The results of this study suggest that it prioritizes increasing reliability, assurance, and empathy factors for service quality. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Quality of Service

Availability
Inventory Code Barcode Call Number Location Status
2407001126T139653T1396532023Central Library (References)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1396532023
Publisher
Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik.,
Collation
xvii, 137 hlm.; ilus.; 29 cm
Language
Indonesia
ISBN/ISSN
-
Classification
368.307
Content Type
Text
Media Type
unmediated
Carrier Type
-
Edition
-
Subject(s)
Assurance
Prodi Ilmu Administrasi Publik
Specific Detail Info
-
Statement of Responsibility
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No other version available

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