PENGARUH PERFORMANCE, FEATURES DAN PERCIVED QUALITY TERHADAP KEPUASAN NASABAH KSG BSB KC RIVAI PALEMBANG
THE EFFECT OF PERFORMANCE, FEATURES AND PERCEIVED QUALITY ON CUSTOMER SATISFACTION OF KSG BSB KC RIVAI PALEMBANG
DOI:
https://doi.org/10.36257/jamb.v6i2.11503Abstract
Tujuan penelitian ini untuk mengevaluasi seberapa berpengaruh Performance, Features, Percived
quality terhadap kepuasan nasabah KSG pada BSB Kc Rivai Palembang. Metode yang digunakan
adalah pendekatan kuantitatif, dengan teknik purposive sampling untuk menentukan sampel,
melibatkan 110 responden. Kemudian data tersebut bersumber dari penyebaran kuesioner, lalu data
survei diolah dengan regresi linier berganda dan pengujian asumsi klasik. Hasil analisis
menunjukkan bahwa ketiga variable independen tersebut memberikan pengaruh positif dan
signifikan terhadapan kepuasan nasabah, baik secara individual dan bersama-sama. Nilai koefisian
determinasi sebesar 60,7% menunjukkan bahwa variable-variable tersebut mmpu menjlaskan
sebagai besar variasi dalam tingkat kepuasan nasabah. Di antara, Performance merupakan variable
yang memiliki pengaruh paling dominan. Temuan ini memberikan implikasi penting sebagai msukan
strategis bagi pihak bank dalam pengelolaan produk serta menjaga konsistensi dari aspek
Performance, Features, dan Percived quality.
Kata Kunci: Performance, Features, Percived quality, Kepuasan Nasabah, KSG
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