ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI PADA NASABAH DEBITUR PT. BPR...
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Transcript of ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI PADA NASABAH DEBITUR PT. BPR...
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"xa|qxfdf gcab ~a|qpfbffi ~a|lfijfi-# ja$8 gcab |ap~gipmuaiapp# hfi jfhf|
ja~aixmikfi }fik ~fcmik |aihfb fhfcfb ad~bfx})
^X) L^\ PFX\MF ^A\XM[M PADF\FIK da|q~fjfi pfcfb pfxq mipxfipm
~acf}fifi ofpf hfcfd hqimf ~a|lfijfi }fik la|hm|m ~fhf xfikkfc
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ifpflfbi}f kqif dadlaixqj~a|eg|dfi`a' `mx|f }fik lfmj# hfi ja~qfpfi
ifpflfbi}f)
Gloaj ~aiacmxmfi mim fhfcfb Ifpflfb Halmxq| ^X) L^\ Pfx|mf ^a|xm{m
Padf|fik) Fcfpfii}f jf|aif xa|ofhm jaifmjfi oqdcfb ifpflfb halmxq| }fik
daikacqb) Padfjmi xmikkmi}f ifpflfb }fik daikacqb daifihfjfi omjf
ifpflfb lacqd da|fpf ~qfp xa|bfhf~ ~acf}fifi }fik hmla|mjfi) ^fhfbfc
la|hfpf|jfi hfxf oqdcfb ifpflfb halmxq| }fik hm~a|gcab hf|m ^X) L^\ Pfx|mf
^a|xm{m Padf|fik hf|m xfbqi >2 pfd~fm xfbqi >= daiqioqjjfi fhfi}f
jaifmjfi hf|m xfbqi ja xfbqi) Kfdlf|fi daikaifm oqdcfb ifpflfb halmxq|
^X) L^\ Pfx|mf ^a|xm{m Padf|fik hf~fx hmcmbfx ~fhf xflac 6)6 palfkfm la|mjqx ?
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2$>=
Lqcfi >2 >=
Ofiqf|m 6;
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22/67
=
Lqcfi >2 >=
Ofiqf|m 65 0>
Eal|qf|m 6; 06
Df|ax 6= 06
F~|mc 6= 0- lfb{f qjq|fi pfd~ac calmb lapf|
hf|m 0> hfi jq|fik hf|m 1>> xacfb dai`qjq~m qixqj hmkqifjfi hfcfd padqf
~aiacmxmfi)
Pahfikjfi daxgha ~aikfdlmcfi pfd~aci}f daikkqifjfi daxgha Pcgumi
"Qdf|#>1- ?
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55/67
11
I
i 4
6* I a
Hmdfif ?
i 4 qjq|fi pfd~ac
I 4 oqdcfb ~g~qcfpm palapf| !# dfjf ?
>-) La|hfpf|jfi ~aihf~fx \gp`ga pfd~ac hfcfd ~aiacmxmfi pqhfb
hmfikkf~ dai`qjq~m)
0)0) Oaimp hfi Pqdla| Hfxf
Hfxf da|q~fjfi efjxg| }fik ~aixmik qixqj daiqiofik pqfxq ~aiacmxmfi)
Pqdla| hfxf ~aiacmxmfi mim fhfcfb ifpflfb halmxq| }fik hmdmixfm xfikkf~fi
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15
dacfcqm jqapmgia| }fik hmla|mjfi ja~fhf |ap~gihai xaixfik jabfihfcfi# ofdmifi#
pf|fif empmj# hf}f xfikkf~# ad~fxm hfi ja~qfpfi ifpflfb)
Oaimp hfxf }fik hmkqifjfi hfcfd ~aiacmxmfi mim fhfcfb
0)0)6) Hfxf ^|mda|
Hfxf ~|mda| daiq|qx "Bqpami Qdf|# >1- fhfcfb hfxf }fik hm~a|gcab
~aiacmxm hf|m pqdla| ~a|xfdf lfmj hf|m mihmumhq fxfq ~a|pag|fikfi# pa~a|xm bfpmc
{f{fi`f|f fxfq bfpmc ~aikmpmfi jqmpmgia|) Hfcfd ~aiacmxmfi mim qixqj
daihf~fxjfi hfxf ~|mda| hf~fx hmcfjqjfi haikfi `f|f ~ai}alf|fi jqapmgia|
cfikpqik ja~fhf ifpflfb halmxq| X) L^\ Pfx|mf a|xm{m Padf|fik)
0)0)2$
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0)8) Daxgha ^aikqd~qcfi Hfxf
Daxgha ~aikqd~qcfi hfxf }fik hmkqifjfi hfcfd ~aiacmxmfi mim fhfcfb
daxgha pq|ua} }fik daikkqifjfi hfexf| ~a|xfi}ffi "jqapmgia|- }fik
hmpfd~fmjfi cfikpqik ja~fhf |ap~gihai) Daxgha jqapmgia| }fmxq haikfi `f|f
dacfjqjfi ~aikqd~qcfi hfxf }fik hmpfomjfi hfcfd laixqj ~a|xfi}ffi$~a|xfi}ffi
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1;
ja~fhf |ap~gihai xa|jfmx haikfi ~acf}fifi }fik hmxa|mdf pabmikkf |ap~gihai
hf~fx dadla|mjfi of{flfi fxfp ~a|xfi}ffi pa`f|f xa|xqcmp "Bqpami Qdf|#>1-)
Hfcfd ~aiacmxmfi mim hmkqifjfi xajimj ~aikqd~qcfi hfxf haikfi
jqapmgia| jf~fhf ifpflfb halmxq| ^X) L^\ Pfx|mf ^a|xm{m Padf|fik palfkfm
|ap~gihaii}f }fik fjfi daiof{fl padqf mxad ~a|xfi}ffi) ^a|xfi}ffi }fik
hmpfomjfi hfcfd jqapmgia| mim fhfcfb ~a|xfi}ffi xa|xqxq~# }fmxq dghac ~a|xfi}ffi
xa|palqx xacfb hmpahmfjfi of{flfii}f# pabmikkf |ap~gihai bfi}f dadmcmb hf|m
fcxa|ifxmua of{flfi }fik papqfm haikfi ~aihf~fx fxfq ~mcmbfii}f "Pq~f|hm#>1-
Hf|m of{flfi hfexf| ~a|xfi}ffi }fik hmfoqjfi ~fhf |ap~gihai hmgcfb
haikfi pjfcf cmja|x#}fmxq pjfcf }fik la|mpm cmdf xmikjfx ~|aea|aipm of{flfi haikfi
~mcmbfi palfkfm la|mjqx ?
6 4 Pfikfx Xmhfj Paxqoq
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12
Bfpmc ~a|bmxqikfi hf|m pjg| fxfq imcfm jadqhmfi hmkqifjfi hfcfd fifcmpmp pxfxmpxmj
}fik hmcfjqjfi haikfi lfixqfi jgd~qxa|# daikkqifjfi ~|gk|fd P^PP qixqj
dadlqjxmjfi bqlqikfi hfi ~aikf|qb fixf| uf|mflac$uf|mflac ~aiacmxmfi haikfi
daikkqifjfi qom hfxf }fmxq qom |acmflmcmxfp hfi qom ufcmhmxfp)
0)1)6) DaxghaFifcmpmp Hfxf
Palacqd ~aiacmxmfi hmcfjqjfi# ~a|cq fhfi}f ~aikqomfi xa|bfhf~ hqf
jgipa~ lapf| hfcfd lmhfik dafppq|daix}fmxq ufcmhmxfp hfi |acmflmcmxfp xa|bfhf~
hfexf| ~a|xfi}ffi }fik hmkqifjfi) ^aikqomfi ufcmhmxfp hfi |acmflmcmxfp hfexf|
~a|xfi}ffi mim hmdfjpqhjfi fkf| hfexf| ~a|xfi}ffi }fik hmkqifjfi qixqj
daihf~fxjfi hfxf ~aiacmxmfi }fik dadmcmjm xmikjfx ufcmhmxfp hfi |acmflmcmxfp }fik
dadaiqbm p}f|fx) Xfbf~fi$xfbf~fi }fik hmkqifjfi qixqj daikfimcmpmp hfxf }fmxq
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0)1)6)6) Qom \acmflmcmxfp
\acmflmcmxfp palaif|i}f fhfcfb fcfx qixqj daikqjq| pqfxq jqapmgia| }fik
da|q~fjfi mihmjfxg| hf|m uf|mflac fxfq jgipx|qj) Pqfxq jqapmgia| hmjfxfjfi
|acmflac fxfq bfihfc omjf of{flfi papag|fik xa|bfhf~ ~a|xfi}ffi fhfcfb jgipmpxai
fxfq pxflmc hf|m {fjxq ja {fjxq "Kbgzfcm#>5-) Gia pbgx fxfq ~aikqjq|fi pajfcm
pfof }fmxq hmpmim ~aikqjq|fii}f bfi}f pajfcm hfi jadqhmfi bfpmci}f hmlfihmikjfi
haikfi ~a|xfi}ffi cfmi fxfq daikqjq| jg|acfpm fixf| of{flfi ~a|xfi}ffi)
P^PP dadla|mjfi efpmcmxfp daikqjq| |acmflmcmxfp haikfi qom pxfxmpxmj
@|gi`lf`b Fc~bf "-) Pqfxq jgipx|qj fxfq uf|mflac hmjfxfjfi |acmflac omjf
dadla|mjfi imcfm @|gilf`b Fc~bf 9 >#5> "Iqiifcc}# 6=5>-) Pqfxq uf|mflac
hmjfxfjfi |acmflac# f~flmcf?
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1=
Bfpmc 9 >#5> 4 \acmflac
Bfpmc 3 >#5> 4 Xmhfj \acmflac
0)1)6)#>1
"1!- hmimcfm xmhfj ufcmh)
Haikfi hak|aa ge e|aahgd "he- 4 "i$#>1# dfjf | xflac ?
>#6=; pabmikkf ?
Uf|mflac hmjfxfjfi ufcmh omjf | bmxqik ~gpmxme hfi |bmxqik 9 | xflac
Uf|mflac hmjfxfjfi xmhfj ufcmh omjf | bmxqik xmhfj ~gpmxme hfi | bmxqik 3 | xflac
"Kbgzfcm# >;-
0)1)
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5>
0)1)
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56
"_^\AH- haikfi |apmhqfci}f "P\APMH-) Haxajpm fhf xmhfji}f baxa|gpjahfpxmpmxfp
hf~fx hmcfjqjfi haikfi dacmbfx fhf xmhfji}f ~gcf xa|xaixq ~fhf k|femjp`fxxa|~cgx
fixf|f _^\AH hfi P\APMH# hmdfif pqdlq ] fhfcfb pqdlq }fik xacfb hm~|ahmjpm
hfi pqdlq R fhfcfb |apmhqfc }fik xacfb hmxq|haixmzah"Kbgzfcm#>5-)
Hfpf| ~aikfdlmcfi ja~qxqpfi ?
f) Omjf fhf ~gcf xa|xaixq# pa~a|xm xmxmj$xmxmj "~gmix$~gmix- }fik fhf dadlaixqj pqfxq
~gcf xa|xaixq }fik xa|fxq| "la|kacgdlfik# dacalf| jadqhmfi dai}ad~mx-# dfjf
xacfb xa|ofhm Baxa|gpjahfpxmpmxfp)
l) Omjf xmhfj fhf ~gcf }fik oacfp# pa|xf xmxmj$xmxmj dai}alf| hm fxfp hfi hm lf{fb
fikjf > ~fhf pqdlq ]# dfjf xmhfj xa|ofhm Baxa|gpjahfpxmpmxfp)
0)1)
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5#>1 dfjf Bg hmxgcfj hfi Bf hmxa|mdf) F|xmi}f uf|mflacmiha~aihaix pa`f|f ~f|pmfc dad~aikf|qbm uf|mflac ha~aihaix)
Lmcf "^ Ufcqa- 9 >#>1 dfjf Bg hmxa|mdf hfi hmxgcfj) F|xmi}f uf|mflacmiha~aihaix pa`f|f ~f|pmfc xmhfj dad~aikf|qbm uf|mflac ha~aihaix)
Dai`f|m x bmxqik haikfi |qdqp ?
x 4 \i$#>1 dfjf Bg hmxgcfj hfi Bf hmxa|mdf) Imcfm pmkimemjfpm "^ Ufcqa- 9 >#>1 dfjf Bg hmxa|mdf hfi Bf hmxgcfj)
Dadlqfx japmd~qcfi
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