Pengaruh Kualitas Pelayanan dan Kompetensi Karyawan Terhadap Kepuasan Nasabah Bank BJB Telagasari (Studi Kasus Nasabah BJB Telagasari)
Abstract
Customer satisfaction is greatly influenced by several factors, namely service quality and employee competence, if the quality of service and employee competence work very well then customer satisfaction will be very good and vice versa. This study aims to analyze the effect of service quality and employee competence on customer satisfaction in the banking sector. The research method used is a descriptive and verification approach with a survey technique through a questionnaire distributed to 75 bank customers, the analysis uses multiple linear regression with the help of SPSS version 21. Based on the results of the study, it can be concluded that service quality (X1) is categorized as good, employee competence (X2) is categorized as good, customer satisfaction (Y) is categorized as good, service quality (X1) on customer satisfaction (Y) partially has a positive effect, employee competence (X2) on customer satisfaction (Y) partially has a positive effect, service quality (X1) and employee competence (X2) on customer satisfaction (Y) simultaneously have a positive effect, while the determination value is 0.545 or 54.5% and other values 0.455 or 45.5% are other variables outside the study.
Keywords
Full Text:
PDFReferences
Alexandro Hutagalung, B. (2022). Analisa Faktor – Faktor Yang Mempengaruhi Kinerja Pegawai: Kompetensi, Motivasi Dan Lingkungan Kerja (Penelitian Literature Review Manajemen Sumber Daya Manusia). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 201–210. https://doi.org/10.38035/jmpis.v3i1.866
Amelia Suci Pertiwi, & Dety Mulyanti. (2023). Theoretical Review Study: Peran Dan Fungsi Manajemen Dalam Mengelola Bisnis Online Shop. Jurnal Kewirausahaan Dan Manajemen Bisnis: Cuan, 1(1), 47–53. https://doi.org/10.59603/cuan.v1i1.16
Andriyani, M., & Ardianto, R. (2020). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(02), 133–140. https://doi.org/10.37366/ekomabis.v1i02.73
Depitra, P. S., & Soegoto, H. (2019). Kompetensi Dan Kinerja Karyawan
Bank Bni Kcu Bandung. Majalah Ilmiah UNIKOM, 17(1), 25–28. https://doi.org/10.34010/miu.v17i1.2237
Fernos, J., & Gietricen, G. (2020). Pengaruh Kualitas Layanan terhadap Kepuasan Nasabah Mobile Banking pada Bank Pembangunan Daerah Provinsi Sumatera Barat. Jurnal Pundi, 3(2), 137. https://doi.org/10.31575/jp.v3i2.157
Halisa, N. N. (2020). Peran Manajemen Sumber Daya Manusia “Sistem Rekrutmen, Seleksi, Kompetensi dan Pelatihan” Terhadap Keunggulan Kompetitif: Literature Review. ADI Bisnis Digital Interdisiplin Jurnal, 1(2 Desember), 14–22.
Hamzah, Z., & Purwati, A. A. (2019). the Effect of Service Quality on Customer Satisfaction of Sharia Banking. COSTING: Journal of Economic, Business and Accounting, 3, 98–105.
Kamil Hafidzi, M., Zen, A., Alamsyah, F. A., Tonda, F., & Oktarina, L. (2023). Pengaruh Gaya Kepemimpinan, Lingkungan Kerja, dan Kompensasi Terhadap Kinerja Karyawan dengan Motivasi Sebagai Variabel Intervening (Literature Review Manajemen Sumber Daya Manusia). Jurnal Ekonomi Manajemen Sistem Informasi, 4(6), 990– 1003. https://doi.org/10.31933/jemsi.v4i6.1625
Kusumawardani, A. P., Tuhagana, A., Apriani, Z. (2024). Pengaruh Komunikasi dan Lingkungan Kerja Terhadap Kinerja Pegawai CV. Santoso Teknik Karawang. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(9). 10.47467/alkharaj.v6i9.2460
Tuhagana, Aji. "Pengaruh Kompensasi Dan Motivasi Kerja Terhadap Kinerja Karyawan Produksi Pupuk Di Karawang." Buana Ilmu 4.2 (2020): 176-203.
Siangka, A. N., Fidahul, M. ’, & Hajjad, N. (2021). SEIKO : Journal of Management & Business Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Pada PT. Bank Danamon Cabang Makassar. SEIKO : Journal of Management & Business, 4(2), 555–562. https://doi.org/10.37531/sejaman.v4i2.1686
Kanaf, Y. R., Foeh, J. E. H. J., & Manafe, H. A. (2023). Pengaruh Kesehatan Keselamatan Kerja (K3), Kompetensi dan Lingkungan Kerja terhadap Kinerja Tenaga Kerja Melalui Kepuasan Kerja sebagai Variabel Mediasi (Kajian Studi Literatur Manajemen Sumber Daya Manusia). Jurnal Ilmu Terapan , 4(6), 886–897. https://creativecommons.org/licenses/by/4.0/
Lestari, A., Hadjri, M. I., Sriwijaya, U., Selatan, S., & Kerja, D. (2023).
JURNAL EKONOMI. 6(1), 202–213
Masyruroh, A. J., Julia, M., Ricki, T. S., Romadhon, A., & Fauzi, A. (2023). Pengaruh Pelatihan Untuk Meningkatkan Kompetensi Karyawan Dalam Era Digital pada PT Erima Baja Jaya. IJM: Indonesian Journal of Multidisciplinary, 1, 1506–1517. https://journal.csspublishing/index.php/ijm
Palin, Z., & Rahmat, H. K. (2024). Peran Manajemen Karir dalam Proses Peningkatan Kinerja Karyawan dalam Suatu Perusahaan. Journal of Current Research in Management, Policy, and Social Studies, 1(1), 1–8.
Reza Nurul Ichsan, Ahmad Karim. (2021). Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54–57. https://doi.org/10.32696/jp2sh.v6i1.729
Ridlowi, A., Hadi, L., & Hidayat, A. (2023). Manajemen Kelas Dan Problematika Kepribadian Guru. Managerial: Jurnal Manajemen Pendidikan Islam, 01(01), 1–11. https://ejournal.stainupa.ac.id/index.php/managerial/article/view/15
Rona Gah, D. Z., & Syam, A. H. (2022). Pengaruh Kompensasi dan Kompetensi terhadap Kinerja pegawai Kejaksaan Tinggi Sulawesi Selatan. Economics and Digital Business Review, 3(1), 61–71. https://doi.org/10.37531/ecotal.v3i1.118
Setyo Widodo, D., & Yandi, A. (2022). Model Kinerja Karyawan: Kompetensi, Kompensasi dan Motivasi, (Literature Review MSDM). Jurnal Ilmu Multidisplin, 1(1), 1–14. https://doi.org/10.38035/jim.v1i1.1
Siangka, A. N., Fidahul, M. ’, & Hajjad, N. (2021). SEIKO : Journal of Management & Business Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Pada PT. Bank Danamon Cabang Makassar. SEIKO : Journal of Management & Business, 4(2), 555–562. https://doi.org/10.37531/sejaman.v4i2.1686
Sriutami, D., Orinaldi, M., & Diwantara, V. (2023). Pengaruh Kompetensi Karyawan , Etika Bisnis Islam Terhadap Kualitas Pelayanan Nasabah Bank Syariah Indonesia. Journal of Student Research (JSR), 1(5), 500–521.
Tamba, R. S. (2021). Pengaruh kualitas pelayanan dan kompetensi karyawan terhadap kepuasan nasabah pada Bank XY Syari’ah cabang Jakarta Pusat. Abiwara : Jurnal Vokasi Administrasi Bisnis, 2(2), 13–26. https://doi.org/10.31334/abiwara.v2i2.1378
DOI: https://doi.org/10.5281/zenodo.17283241
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Muhamad Septiaraya Latif, Aji Tuhagana, Zenita Apriani
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
ISSN : 3025-6704
Website : https://ojs.daarulhuda.or.id/index.php/Socius
E-mail : penerbitdarulhuda@gmail.com
The jounal is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.