BAB I

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Correlations X4.1 Correlations X4.2 X4.3 X4.4 X4 X4.1 Pearson Correlation 1.000 .704** .693** .697** .875** Sig. (2-tailed) . .000 .000 .000 .000 N 110 110 110 110 110 X4.2 Pearson Correlation .704** 1.000 .635** .622** .834** Sig. (2-tailed) .000 . .000 .000 .000 N 110 110 110 110 110 X4.3 Pearson Correlation .693** .635** 1.000 .837** .904** Sig. (2-tailed) .000 .000 . .000 .000 N 110 110 110 110 110 X4.4 Pearson Correlation .697** .622** .837** 1.000 .904** Sig. (2-tailed) .000 .000 .000 . .000 N 110 110 110 110 110 X4 Pearson Correlation .875** .834** .904** .904** 1.000 Sig. (2-tailed) .000 .000 .000 .000 . N 110 110 110 110 110 **. Correlation is significant at the 0.01 level (2-tailed). Correlations Correlations X5.1 X5.2 X5.3 X5 X5.1 Pearson Correlation 1.000 .527** .456** .802** Sig. (2-tailed) . .000 .000 .000 N 110 110 110 110 X5.2 Pearson Correlation .527** 1.000 .484** .851** Sig. (2-tailed) .000 . .000 .000 N 110 110 110 110 X5.3 Pearson Correlation .456** .484** 1.000 .781** Sig. (2-tailed) .000 .000 . .000 N 110 110 110 110 X5 Pearson Correlation .802** .851** .781** 1.000 Sig. (2-tailed) .000 .000 .000 . N 110 110 110 110 **. Correlation is significant at the 0.01 level (2-tailed).
Correlations Correlations Y1 Y2 Y3 Y Y1 Pearson Correlation 1.000 .442** .469** .724** Sig. (2-tailed) . .000 .000 .000 N 110 110 110 110 Y2 Pearson Correlation .442** 1.000 .687** .880** Sig. (2-tailed) .000 . .000 .000 N 110 110 110 110 Y3 Pearson Correlation .469** .687** 1.000 .880** Sig. (2-tailed) .000 .000 . .000 N 110 110 110 110 Y Pearson Correlation .724** .880** .880** 1.000 Sig. (2-tailed) .000 .000 .000 . N 110 110 110 110 **. Correlation is significant at the 0.01 level (2-tailed).
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PENGARUH KINERJA PELAYANAN TERHADAP
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2.6 Hubungan Kualitas Pelayanan Den
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DAFTAR TABEL No Judul Tabel Hal 3.1
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DAFTAR LAMPIRAN Judul Lampiran Lamp
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BAB I PENDAHULUAN 1.1 Latar Belakan
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perilaku nasabah bank. Hasil survei
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jenis dan kualitas pelayanan yang b
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Info Bank, Oktober 2006). Direktur
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1.4 Manfaat Penelitian Hasil peneli
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Pemasaran menurut Payne (1993 : 27)
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5. Konsep Pemasaran Kemasyarakatan
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. Insperarability Umumnya jasa diko
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membangun loyalitas pelanggan sehin
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2.3.2. Pengertian Kualitas Pelayana
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5. Empati (Emphaty) Yaitu meliputi
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Bagan 2.1 Model Gap Kualitas Pelaya
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“Pelanggan adalah seseorang yang
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memanfaatkan jasa PT. Bank Jatim Ca
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memungkinkan suatu perusahaan untuk
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masyarakat. Hal ini merupakan komit
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2.5.3. Fungsi dan Usaha Bank Umum M
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o. Kegiatan lain yang lazim dilakuk
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2.7. KERANGKA PEMIKIRAN Bagan 2.3 K
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2.9. HIPOTESIS PENELITIAN Arikunto
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BAB III METODOLOGI PENELITIAN 3.1 L
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ank tersebut. Kesungguhan responden
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atau Accidental Sampling adalah pen
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1. Variabel Tangibles (X 1 ) merupa
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X 5.3 = Kemampuan pegawai dalam mel
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2 Kepuasan nasabah Tabungan (Y) Ind
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dilihat melalui cara mengkorelasi a
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Rumus: t = b s i bi Di mana, b i =
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Uji F adalah pengujian secara seren
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2) Jika data menyebar jauh dari gar
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4- d u ≤ 4- d l = Pengujian tidak
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BAB IV HASIL DAN PEMBAHASAN 4.1 Gam
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organisasi sebelumnya sekaligus seb
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B. Pimpinan Bidang Operasional Tuga
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11. Memantau aktivitas pemberian kr
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4. Memberikan pelayanan permohonan
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2. Membuat bukti-bukti pembukuan. 3
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10 Melaksanakan tugas dan pekerjaan
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Dari tabel 4.2 dapat diketahui bahw
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kerjasama dengan beberapa instansi
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tiga kali dalam satu bulan untuk be
Page 91 and 92: Berdasarkan distribusi frekuensi ja
Page 93 and 94: transaksi. Sedangkan nilai rata-rat
Page 95 and 96: 4.3.4 Variabel Jaminan/Assurance (X
Page 97 and 98: Item Tabel 4.11 Distribusi Jawaban
Page 99 and 100: 3,713 dapat diartikan bahwa rata-ra
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Page 103 and 104: Berdasarkan data dari tabel di atas
Page 105 and 106: multikolinearitas. Dalam penelitian
Page 107 and 108: Tabel 4.21 Pengujian Asumsi Autokor
Page 109 and 110: Adapun interpretasi dari persamaan
Page 111 and 112: Tabel 4.23 Pengujian Hipotesis Pert
Page 113 and 114: 3. Variabel Responsiveness Varibel
Page 115 and 116: 1. Variabel Bukti Fisik (Tangibles)
Page 117 and 118: antar bank, serta pengambilan uang
Page 119 and 120: mesin ATM). Selain itu nasabah juga
Page 121 and 122: BAB V PENUTUP 5.1 Kesimpulan Berdas
Page 123 and 124: analisa dan pembahasan variabel emp
Page 125 and 126: Gita Rosita Dewi, 2004, Pengaruh Ku
Page 127 and 128: Lampiran : Nomor Responden : KUESIO
Page 129 and 130: 8. Dalam 6 bulan terakhir, berapa k
Page 131 and 132: Variabel Empati (X 5 ) No Item 5 4
Page 133 and 134: Reliability ****** Method 1 (space
Page 135 and 136: Frequency Table Valid 3 4 5 Total X
Page 137 and 138: Valid 2 3 4 5 Total X3.2 Cumulative
Page 139 and 140: Valid 1 2 3 4 5 Total Y2 Cumulative
Page 141: Correlations Correlations X2.1 X2.2
Page 145 and 146: Nonparametric Correlations Correlat
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BAB I

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