ANALISIS PERBANDINGAN KEPUASAN NASABAH BANK RAKYAT INDONESIA SEBELUM DAN SETELAH PEMBERLAKUKAN PEMBATASAN KEGIATAN MASYARAKAT (PPKM)
DOI:
https://doi.org/10.32509/jmb.v1i2.2188Keywords:
service quality, product quality, customer satisfaction, BRIAbstract
This study aims to analyze the comparison of customer satisfaction at BRI KCP Unit Lenteng Agung before and after PPKM which is influenced by service quality and product quality. The research location was chosen by BRI KCP Lenteng Agung unit. Furthermore, the technique of determining the sample using non-probability techniques in the type of accidental / convinient sampling & type of purposive judgment sampling. The method used is purposive sampling with the criteria of 1) BRI Lenteng Agung customers, 2) customers who have completed transactions at BRI Lenteng Agung, 3) carried out during PKKM. Samples from customers were taken as many as 100 people. According to the value of Sig. (2-tailed) then there is no difference between the average value of service quality before and during the pandemic. There is a relationship between service quality before and after the pandemic is very close and significant. There is no difference between the average product quality scores before and during the pandemic. However, there is a very close and significant relationship between product quality before and after the pandemic. There is no difference between the average value of customer satisfaction before and during the pandemic, and there is a very close and significant relationship between customer satisfaction before and after the pandemic.References
A. Parasuraman. (2014). The Behaviorial Consequenses of Service Quality. New Jersey: Prentince Hall.
Andriyanty, R., Hasibuan, A. N., & Rambe, D. (2020). Penerapan Model Pengembangan Jiwa Kewirausahaan Bagi Murid Sekolah Dasar Negeri 11 Lenteng Agung Jakarta Selatan. 1(1), 1–17. Retrieved from http://ejournal-ibik57.ac.id/index.php/teratai/article/view/18
Aras, M., Hasibuan, A. N., Fatihah, S., & Rambe, D. (2021). Strategi Promosi Online Instagram Dan Strategi Harga Untuk Meningkatkan Minat Beli Jasa Penerbangan Air Asia Rute Jakarta-Singapura. Mediastima, 27(1), 18-38
Arief, M. (2007). Pemasaran Jasa Dan Kualitas Pelayanan. Jakarta: Bayumedia Publishing.
Dedeh. Ahmad Nurdin Hasibuan. (2021). Analisis Keputusan Pembelian Susu Cair Indomilk Yang Dipengaruhi Oleh Harga Dan Promosi. Blogchain, 1(1), 35–44. Retrieved from http://ejournal-ibik57.ac.id/index.php/blogchain/article/view/230/141
Engel. (2012). Perilaku konsumen (Alih bahas). Jakarta: Binarupa Aksara.
Fajri, D., & Ma’ruf, J. J. (2017). Pengaruh Social Media Marketing Dan Promosi Terhadap Kepuasan Konsumen dan Pengalaman Konsumen Sebagai Variabel Mediasi Pada Maskapai Penerbangan Airasia di Banda Aceh., 1(1), 12–14.
Fandy Tjiptono. (2014). Service Management: Mewujudkan Layanan Prima (II). Yogyakarta: ANDI.
Freddy Rangkuty. (2014). Manajemen Persediaan. Jakarta: Raja Grafindo Persada.
Garvin, D. A. (2012). Delapan Dimensi Tentang Kualitas (Terjemahan). New York: Harvard Business Review.
Hasibuan;, A. N., & Tagor Rambey; Reny Andriyanty. (2020). Analisis Karakteristik, Adaptasi Bisnis Dan Kompetensi Manajemen Terhadap Pengembangan Kewirausahan Pelaku Umkm Di Kampung Budaya Betawisetu Babakan Jakarta Selatan. Mediastima, 26(2), 254–272. Retrieved from http://ejournal-ibik57.ac.id/index.php/mediastima/article/view/121/79
Hasibuan, A. N., Suharli, O., Hermasari, O., & Syahrul, M. (2021). Penyuluhan Pemanfaatan Lahan Pekarangan Warga Desa Cikarageman Bekasi Solusi Tepat Penerapan Strategi Green Marketing Usaha Lele Ditengah Pendemi Covid-19. Teratai, 2(2), 124–134. Retrieved from http://ejournal-ibik57.ac.id/index.php/teratai/article/view/312
Hasibuan, A. N., & Rambe, D. (2020). Perilaku konsumen dalam belanja online melalui perspektif gender. Mediastima, 26(1).
Ismail, R., Syarikat, B., & Batam, M. (2014). Nasabah Sebagai Prediktor Dalam Meningkatkan Loyalitas. Jurnal Organisasi Dan Manajemen, 10(2), 179–196.
Kotler, P. and G. A. (2012). Prinsip-Prinsip Pemasaran (13th ed.). Jakarta: Erlangga.
Marsadi Aras, A. N. H. (2021). Strategi Promosi Online Instagram Dan Strategi Harga Untuk Meningkatkan Minat Beli Jasa Penerbangan Air Asia Rute Jakarta - Singapura. Mediastima, 27(1), 18–38. Retrieved from http://ejournal-ibik57.ac.id/index.php/mediastima/article/view/210
Nurdin, A. (2020). Manajemen Strategis Dalam Terapan Komunikasi Pemasaran (1st ed.; Ahmad Nurdin Hasibuan, ed.). Jakarta: Prisani Cendekia.
Nurdin, A., & Rambe, D. (2020). Perilaku Konsumen dalam Belanja Online Melalui Perspektif Gender. In Mediastima (Vol. 26).
Nurmaulia, S. A., & Sunindyo, A. (2019). Analisis Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Nasabah Tabungan Simpedes Pada Pt Bank Rakyat Indonesia (Persero), Tbk Kantor Cabang Pattimura Semarang. Keunis, 7(1), 5. https://doi.org/10.32497/keunis.v7i1.1527
Sriyanto, A., & Utami, D. A. (2016). Pengaruh Kualitas Produk, Citra Merek dan Kualitas Layanan terhadap Keputusan Pembelian Produk Dadone di Jakarta. Ekonomika Dan Manajemen, 5(2), 163–175.
Supranto, J, Limakrisna, N. (2011). Perilaku Konsumen dan Strategi Pemasaran Untuk Meningkatkan Persaiangan Bisnis. Jakarta: Mitra Wacana.
Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening (Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon). Jurnal Manajemen Dan Bisnis, 2(1), 87–110. Retrieved from http://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/816
Downloads
Published
Issue
Section
License
Copyright Notice
Author(s) Rights
As a journal author, you have rights for a large range of uses of your article, including use by your employing institute or company. These Author rights can be exercised without the need to obtain specific permission. Authors publishing in JMB : Jurnal Manajemen dan Bisnis journals have wide rights to use their works for teaching and scholarly purposes without needing to seek permission, including use for classroom teaching by Author or Author's institutional presentation at a meeting or conference and distributing copies to attendees; use for internal training by author's company; distribution to colleagues for their research use; use in a subsequent compilation of the author's works; inclusion in a thesis or dissertation; reuse of portions or extracts from the article in other works (with full acknowledgment of final article); preparation of derivative works (other than commercial purposes) (with full acknowledgment of final article); voluntary posting on open web sites operated by author or author’s institution for scholarly purposes (should follow CC by SA License).
Authors can copy and redistribute the material in any medium or format, as well as remix, transform, and build upon the material for any purpose, even commercially, but they must give appropriate credit (cite to the article or content), provide a link to the license, and indicate if changes were made. If you remix, transform, or build upon the material, you must redistribute your contributions under the same license as the original.
Retained Rights/Terms and Conditions
Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
Copyright Transfer Agreement (for Publishing)
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright publishing of the article shall be assigned/transferred to JMB: Jurnal Manjemen dan Bisnis journal and Department of Management, Universitas Prof. Dr. Moestopo (Beragama) as Publisher of the journal. Upon acceptance of an article, authors will be asked to complete a 'Copyright Transfer Agreement' (see more information on this). An e-mail will be sent to the corresponding author confirming receipt of the manuscript together with a 'Copyright Transfer Agreement' form by the online version of this agreement.
JMB: Jurnal Manajemen dan Bisnis journal and Department of Management, Universitas Prof. Dr. Moestopo (Beragama), the Editors and the Advisory Editorial Board make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the JMB: Jurnal Manajemen dan Bisnis are sole and exclusive responsibility of their respective authors and advertisers.
Remember, even though we ask for a transfer of copyright, our journal authors retain (or are granted back) significant scholarly rights as mention before.
