ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI SERVICE QUALITY (Studi Kasus Pada Bank Mandiri di Yogyakarta)
Wuryani, Septi , Drs. Indriyo Gitosudarmo, M.Com
Tujuan dari penelitian ini adalah untuk mengetahui apakah faktor-faktor seperti core service, human element of service delivery, systemization of service delivery, tangibles of service, dan social responsibility berpengaruh secara signifikan terhadap service quality.
Penelitian ini dilakukan dengan menyebarkan kuesioner menggunakan teknik convenience sampling kepada 100 orang responden nasabah Bank Mandiri di Yogyakarta yang dimaksudkan dapat memberikan penilaian terhadap service quality. Metode analisa yang digunakan untuk menguji hipotesis adalah analisis regresi berganda.
Hasil dari penelitian ini menemukan bahwa (1) core service tidak mempunyai pengaruh yang signifikan terhadap service quality, (2) human element of service delivery tidak mempunyai pengaruh yang signifikan terhadap service quality, (3) systemization of service delivery mempunyai pengaruh yang signifikan terhadap service quality, (4) tangibles of service tidak mempunyai pengaruh yang signifikan terhadap service quality, (5) social responsibility tidak mempunyai pengaruh yang signifikan terhadap service quality. Dari kelima faktor tersebut, hanya systemization of service delivery yang berpengaruh secara signifikan terhadap service quality. Artinya nasabah Bank Mandiri di Yogyakarta cenderung lebih memperhatikan proses, prosedur, sistem dan teknologi yang memberikan kemudahan dan kenyamanan dalam memperoleh layanan.
The purpose of this research is to test the factors as core service, human element of service delivery, systemization of service delivery, tangibles of service, and social responsibility significantly affecting on service quality.
This research using questionnaire with convenience sampling technique to 100 respondents customer Bank Mandiri in Yogyakarta. The method of this research is multiple regression analysis.
The result show that: (1) Core service significantly not affecting on service quality, (2) Human element of service delivery significantly not affecting on service quality, (3) Systemization of service delivery significantly affecting on service quality, (4) Tangible of services significantly not affecting on service quality, and (5) Social responsibility significantly not affecting on service quality. Of the five factors in this research showing that systemization of service delivery is only one that significantly affecting on service quality. Implication of this research are the customer Bank Mandiri di Yogyakarta gave attention to processes, procedures, systems and technology giving comfortable and easily service.
Kata Kunci : Service quality, Bank Mandiri Yogyakarta
