Analisis Kualitas Layanan, Kualitas Produk Terhadap Kepuasan Nasabah (Nasabah kredit usaha mikro PT Bank Mandiri Unit Jakarta Kebayoran Lama)
DOI:
https://doi.org/10.31004/jptam.v7i2.8922Keywords:
Kualitas Layanan, Kualitas Produk, Kepuasan NasabahAbstract
Tujuan penelitian ini adalah untuk menguji pengaruh langsung atau tidak langsung dari kualitas layanan, kualitas produk, terhadap kepuasan pelanggan. Dalam penelitian ini, debitur yang mengajukan kredit usaha mikro dijadikan sebagai unit analisis. Analisis kuantitatif adalah metode analisis. Alat analisis program aplikasi SPSS versi 22.0, Hasil menunjukan bahwa secara parsial, kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, kualitas produk berpengaruh positif dan signifikan terhadap kepuasan nasabah, secara simultan Kualitas layanan dan kualitas produk berpengaruh positif dan signifikan terhadap kepuasan nasabah.
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