Pengukuran Dimensi Kualitas Layanan terhadap Kepuasan Nasabah: Studi pada PT Bank Central Asia, Tbk Surabaya
Abstract
Salah satu Bank Umum Swasta Nasional (BUSN) di Indonesia yang berkomitmen terhadap kualitas layanannya adalah PT Bank Central Asia (BCA) Tbk. Pada pengukuran kualitas layanan dapat menggunakan lima dimensi utama yaitu bukti fisik, daya tanggap, empati, jaminan dan keandalan. Kelimanya dapat diukur pengaruhnya terhadap kepuasan nasabah BCA secara khusus di kota Surabaya, sehingga tujuan dari penelitian ini adalah untuk mengukur pengaruh dimensi kualitas layanan terhadap kepuasan nasabah BCA di kota Surabaya. Pengukuran tersebut didasarkan pada konsep kualitas layanan (Servqual) dan Expectation Confirmation Theory (ECT). Pengambilan sampel pada penelitian ini didasarkan pada metode judgment sampling sehingga jumlah sampel yang digunakan pada olah data adalah 241 responden. Teknik analisis data menggunakan Structural Equation Model (SEM) Partial Least Square (PLS). Dimensi kualitas layanan yang meliputi bukti fisik, empati, jaminan dan keandalan signifikan terhadap kepuasan nasabah BCA. Namun, daya tanggap tidak signifikan. Keandalan paling berpengaruh kuat terhadap kualitas layanan. Konsep ECT pada penelitian ini mengkonfirmasi pengalaman nasabah berupa kepuasan maupun ketidak puasan terhadap kualitas layanan BCA di kota Surabaya.
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DOI: https://doi.org/10.52643/jam.v15i2.4682
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