Pengaruh Kualitas Pelayanan Terhadap Kepuasan Merchant Pada PT Bank Mandiri Persero Tbk Kantor Area Bekasi Jatiwaringin

Harsi Annisa Destiana

doi:10.32722/epi.v11i1.660

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Published Jan 22, 2015

https://doi.org/10.32722/epi.v11i1.660

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Vol. 11 No. 1 (2014)

Harsi Annisa Destiana

Politeknik Negeri Jakarta

Abstract

ABSTRAK
PT Bank Mandiri Tbk Kantor Area Bekasi Jatiwaringin menyediakan produk Mandiri Electronic Data Capture yang dapat memenuhi kebutuhan nasabah dalam melakukan transaksi pembayaran. Dengan pelayanan Mandiri Electronic Data Capture, nasabah dapat melakukan transaksi lebih mudah dan aman. Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat hubungan antara kualitas layanan Electronic Data Capture di PT Bank Mandiri Tbk. Kantor Area Bekasi Jatiwaringin dengan kepuasan merchant. Teori yang digunakan berdasarkan pada buku Fandy Tjiptono, Philip Kotler, Kasmir, Sugiono dan beberapa jurnal. Analisa yang digunakan adalah kuantitatif, teknik pengumpulan data dengan memilih 93 sampel dari merchant Bank Mandiri Kantor Area Bekasi Jatiwaringin dan dilanjutkan dengan pembagian kuesioner untuk diisi oleh merchant. Sedangkan metode analisis data menggunakan regresi linier sederhana. Hasil penelitian menunjukkan bahwa Kualitas Pelayanan Electronic Data Capture memiliki hubungan sebesar 74% terhadap kepuasan merchant dan sisanya 26% dipengaruhi faktor lain.

Kata Kunci: Dimensi kualitas pelayanan, kepuasan nasabah, merchant, bank mandiri

ABSTRACT
PT Bank Mandiri Tbk Bekasi Jatiwaringin offices given Mandiri Electronic Data Capture to provide a customers convenience in payment transactions. With service given by Mandiri Electronic Data Capture, a customer can doing many transactions, more easier and safe. This research conducted to describe the relationship between Electronic Data Capture Service Quality and the satisfaction of merchant. The critical review and theory used are from the book of Fandy Tjiptono, Philip Kotler, Kasmir, Sugiono and several journals. The methodology used quantitative with collecting data by choosing 93 sample of merchant and filling the questionnaire. Meanwhile, the method of data analysis using simple linear regression analysis. The result of this research indicate that influence of Electronic Data Capture Service Quality toward a satisfaction of merchant equal 74%, while the rest of 26% is influenced by other factors.

Keywords: Dimension of services quality, Customer Satisfaction, merchant, mandiri bank

How to Cite

Destiana, H. A. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Merchant Pada PT Bank Mandiri Persero Tbk Kantor Area Bekasi Jatiwaringin. EPIGRAM (e-Journal), 11(1). https://doi.org/10.32722/epi.v11i1.660



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