ANALISIS FAKTOR EMPATHY KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA Tbk. BARABAI

Abstract

This study aims to identify factors empthy service quality on customer satisfaction at PT. BANK RAKYAT INDONESIA Tbk Barabai. Analysis techniques used are associative Causal with quantitative approach. The quantitative data in this study a ordinal of the respondents' answers to the question posed in the questionnaire. Value statistics t- empthy path variable influence on customer satisfaction at PT. Bank Indonesia Tbk people. Barabai is 2,562 bigger than t-normal distribution table at 1.96, meaning that there is significant influence between the variables kepuasana empthy with customers at PT. Bank Indonesia Tbk people. Barabai. Empthy variable (X1), that individual attention, understanding specific purposes, building a partner, and the friendliness of the employees make a meaningful contribution in the customer satisfaction.The results showed a positive and significant influence between empathy factor of service to customer satisfaction at PT. Bank Rakyat Indonesia Tbk Barabai. From the estimation PLS appeared another conclusion that the models studied actual satisfaction can only explain the phenomenon of customer satisfaction Britama savings in PT. Bank Rakyat Indonesia Tbk. Barabai amounted to 68.9%. While the remaining 31.1% is explained by other variables included in the model and error.Keywords: Service, Satisfaction, and Bank Customer