PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH SERTA IMPLEMENTASINYA TERHADAP STRATEGI PEMASARAN PADA PT. BANK MANDIRI (PERSERO) CABANG JEMBER ALUN-ALUN

Abstract

Research with the Title "Influence of Service Quality to Client Satisfaction and also its Implementation to Marketing Strategy at PT Bank Mandiri ( Persero ) Branch Jember Alun-alun" done as a mean to know there is available or not it influence of variable of service quality to satisfaction client PT Bank Mandiri ( persero ) Branch Jember Alun-alun and also compile the its marketing strategy. Result of research and analyse the data indicate that by simultan of variable Tangibles (X1), Reability (X2), Responsivenes (X3), Competence (X4), Courtesy (X5), Credibility (X6) Securities (X7), Acces (X8), Communication (X9), Understanding (X10), Esthetic (X11) by parsial have an effect on to satisfaction of client PT. Bank Mandiri (Persero) Branch Jember Alun-alun. From result analyse of F-test that F-value > F-Table (71,159 > 1,899). Level of influence from four of variable Tangibles (X1), Reability (X2) Responsivenes (X3), Competence (X4), Courtesy (X5), Credibility (X6).