ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK BRI UNIT SIPISPIS
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Diana Florenta Butar-Buta
Hadi Panjaitan
Diana Florenta Butar-Butar
Jopinus Saragih
Hendri Mayanta Tarigan
PT. Bank Rakyat Indonesia unit Sipisis merupakan salah satu bank yang beroperasi diantara sekian banyak bank yang ada di daerah Sipispis. Tingkat persaingan yang semakin tinggi antar bank (local competition) untuk merebut nasabah di wilayah Sipispis terjadi dengan bank-bank lain yang semakin banyak bermunculan untuk memperebutkan pasar/ nasabah. Penelitian ini dilakukan untuk mengetahui seberapa besar pengaruh kualitas pelayanan terhadap kepuasan nasabah bank BRI unit Sipispis. Penelitian ini menggunakan tipe penelitian deskriptif dengan pendekatan kuantitatif. Metode penelitian yang digunakan penulis menggunakan kuesioner dengan sampel 70 orang dimana respondennya adalah nasabah Bank Rakyat Indonesia unit Sipispis. Berdasarkan Uji-t (Uji Signifikan Parsial), karakteristik kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah Bank BRI unit Sipsipis. Mayoritas responden sudah puas dengan pelayanan yang diberikan oleh Bank BRI Unit Sipispis melalui jawaban yang mereka berikan pada kuesioner yang sudah dibagikan.
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