Pengaruh Kualitas Pelayanan dan Nilai Nasabah terhadap Kepuasan Nasabah Pada PT. Stanford Teknologi Indonesia di Jakarta Pusat
DOI:
https://doi.org/10.59841/glory.v2i4.1703Keywords:
Service quality, customer satisfaction, customer valueAbstract
Financial Technology Peer to Peer (P2R) company continues to grow. However, in its implementation there are still shortcomings, especially related to service quality, customer value, and customer satisfaction. This study aims to analyze the effect of service quality and customer value on customer satisfaction of PT. Stanford Teknologi Indonesia. The research method used is quantitative with a research sample of 97 respondents with the Cochran formula, and the analysis used is multiple linear regression. From the results of this study, service quality (X1) has a positive and significant effect on customer satisfaction (Y) obtained t count> t table (5.413> 1.988) and a significance of 0.000 <0.05 which means that service quality (X1) has a positive and significant effect on customer satisfaction (Y). Customer value (X2) has a positive and significant effect on customer satisfaction (Y) from the calculation of t count> t table (2.323> 1.988) and a significance of 0.019 <0.05 which means that customer value (X2) has a positive and significant effect on customer satisfaction (Y). Simultaneously, service quality (X1) and customer value (X2) have a positive and significant effect on customer satisfaction (Y) from F count > F table (7.878 > 2.460) with a significance level of 0.000 < 0.05. The results of the determination coefficient obtained R Square 75.9%. influenced by service quality (X1) and customer value (X2) while the remaining 24.1% is influenced by other variables outside this study.
References
Arikunto, S. (2020). Prosedur Penelitian Pendekatan Praket. Jakarta; Rinea Cipta.
Barata. (2021). Dasar- Dasar Pelayanan Prima. Jakarta: Elex Media Kompetindo.
Boulter, N., M. Dalziel, N Jackie. 2020. People and Competencies. The Route to Competitive Adventage. New York, John Wiley & Sons, Inc.
Burhan, Bungin. 2020.Analisis Data Penelitian Kualitatif. Jakarta: Raja Grafindo.
Danang, Sunyoto. 2021. Manajemen Sumber Daya Manusia. Jakarta: PT Buku Seru.
Davis. (2023). The End of Public Administration., NYTransnational Publisher, Inc.
Dwiyanto, Agus. (ed). (2020). Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gajah Mada University Press.
Engel, J.F. 2021. Perilaku Konsumen. Jakarta: Penerbit Binarupa Aksara
Gerson, F. Richard, 2022. Mengukur Kepuasan Konsumen. Jakarta: Penerbit PPM.
Goetsch, D.L., & Davis, (2023).Introduction to Total Quality, Quality, Productivity, Competitiveness. Englewood Cliffs, NJ, Prentice Hall International Inc
Hamdani, 2021. Manajemen Pemasaran jasa Edisi kedua. Salemba Empat: Jakarta.
Hawkin dan Lonney. 2021. Indikator Kepuasaan Konsumen, Jakarta: Binarupa Aksara
Hasibuan. (2023). Manajemen Sumber Daya Manusia. Jakarta: PT. Bumi Aksara
Hoffman, K. Douglas & Bateson, John E.G., 2020, Essential of Services Mar keting, Fort Worth: The Dryden Press.
Idrus. 2020. Birokrasi Kepemimpinan Dan Perubahan Sosial Di Indonesia,Hapsara, Surakarta
Usman, Husaini dan Purnomo Setiadi Akbar. 2021. Pengatar Statistik. Edisi Kedua. Cetakan Pertama. Jakarta : Bumi Aksara.
Denhart. (2020). The New public service: Serving Not Steering, (Chapter 1 Public Administration and the New Public Management). Sharpe Inc.New York
Diba Safitri (2021) Kepemimpinan Camat dan Kepuasan Masyarakat Terhadap Pelayanan Publik Kantor Kecamatan Di Daerah Khusus Ibukota Jakarta. Jurnal Komunikasi dan Pengembangan Masyarakat. Institut Pertanian Bogor
E.P.Y. Muhondwa. 2020. M.T. Leshabari, M. Mwangu, N. Mbembati, M.J. Ezekiel. East African Journal of Public Health Volume 5 Number 2.
Fornell, and S.K. Mazvancheryl (2020), “Customer Satisfaction and Shareholder Value”, Journal of Marketing, Vol 68 (October), pp. 172-185.
Husein, Ramlan. 2021. E-Government Application an Integrated Model in G2C Adoption of Tax Online, Transforming Government People Process and Policy. Volume 5 No 3, pp 225-248 Stephen Page.University of Washington. What’s New about the New Public Management.
Indiahono, Dwiyanto. 2020. Kebijakan Publik Berbasis Dynamic Policy Analysis. Yogyakarta: Gava Media
Lupiyoadi, Rambat dan A. Hamdani. 2021. Manajemen Pemasaran Jasa. Salemba Empat: Jakarta.
Margaretha. 2023. Customer Satisfaction Pengaruhnya terhadap Brand Preference dan Repurchase Intention Private Brand. Jurnal Ekonomi Vol. 8, No. 2.
Mejere. (2022). Civil service in the framework of public administration paradigms. NISP Acee The Network of Institutes and Schools of Public Administration in Central and Eastern Europe
Mowen, John C dan Minor, Micheal. (2020). Perilaku Konsumen dialih bahasakan oleh Dwi Kartika Yahya. Jakarta : Erlangga
Parasuraman 2021. Service Quality, MSI Relevant Knowledge Series, Cambridge, Massachusetts: Marketing Science Institute
Tangkilisan, Hesel Nogi S. 2020.Manajemen Publik. Gramedia : Jakarta.
Tjiptono, Fandy. 2021. Total Quality Management. Andi: Yogyakarta.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Global Leadership Organizational Research in Management
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
