analisis pengaruh kualitas pelayanan terhadap kepuasan nasabah (studi pada nasabah debitur pt. bpr...

7/31/2019 ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI PADA NASABAH DEBITUR PT. BP

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0)0)6) Hfxf ^|mda|

Hfxf ~|mda| daiq|qx "Bqpami Qdf|# >1- fhfcfb hfxf }fik hm~a|gcab

~aiacmxm hf|m pqdla| ~a|xfdf lfmj hf|m mihmumhq fxfq ~a|pag|fikfi# pa~a|xm bfpmc

{f{fi`f|f fxfq bfpmc ~aikmpmfi jqmpmgia|) Hfcfd ~aiacmxmfi mim qixqj

daihf~fxjfi hfxf ~|mda| hf~fx hmcfjqjfi haikfi `f|f ~ai}alf|fi jqapmgia|

cfikpqik ja~fhf ifpflfb halmxq| X) L^\ Pfx|mf a|xm{m Padf|fik)

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0)8) Daxgha ^aikqd~qcfi Hfxf

Daxgha ~aikqd~qcfi hfxf }fik hmkqifjfi hfcfd ~aiacmxmfi mim fhfcfb

daxgha pq|ua} }fik daikkqifjfi hfexf| ~a|xfi}ffi "jqapmgia|- }fik

hmpfd~fmjfi cfikpqik ja~fhf |ap~gihai) Daxgha jqapmgia| }fmxq haikfi `f|f

dacfjqjfi ~aikqd~qcfi hfxf }fik hmpfomjfi hfcfd laixqj ~a|xfi}ffi$~a|xfi}ffi


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hf~fx dadla|mjfi of{flfi fxfp ~a|xfi}ffi pa`f|f xa|xqcmp "Bqpami Qdf|#>1-)

Hfcfd ~aiacmxmfi mim hmkqifjfi xajimj ~aikqd~qcfi hfxf haikfi

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|ap~gihaii}f }fik fjfi daiof{fl padqf mxad ~a|xfi}ffi) ^a|xfi}ffi }fik

hmpfomjfi hfcfd jqapmgia| mim fhfcfb ~a|xfi}ffi xa|xqxq~# }fmxq dghac ~a|xfi}ffi

xa|palqx xacfb hmpahmfjfi of{flfii}f# pabmikkf |ap~gihai bfi}f dadmcmb hf|m

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Hf|m of{flfi hfexf| ~a|xfi}ffi }fik hmfoqjfi ~fhf |ap~gihai hmgcfb

haikfi pjfcf cmja|x#}fmxq pjfcf }fik la|mpm cmdf xmikjfx ~|aea|aipm of{flfi haikfi

~mcmbfi palfkfm la|mjqx ?

6 4 Pfikfx Xmhfj Paxqoq


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Bfpmc ~a|bmxqikfi hf|m pjg| fxfq imcfm jadqhmfi hmkqifjfi hfcfd fifcmpmp pxfxmpxmj

}fik hmcfjqjfi haikfi lfixqfi jgd~qxa|# daikkqifjfi ~|gk|fd P^PP qixqj

dadlqjxmjfi bqlqikfi hfi ~aikf|qb fixf| uf|mflac$uf|mflac ~aiacmxmfi haikfi

daikkqifjfi qom hfxf }fmxq qom |acmflmcmxfp hfi qom ufcmhmxfp)

0)1)6) DaxghaFifcmpmp Hfxf

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jgipa~ lapf| hfcfd lmhfik dafppq|daix}fmxq ufcmhmxfp hfi |acmflmcmxfp xa|bfhf~

hfexf| ~a|xfi}ffi }fik hmkqifjfi) ^aikqomfi ufcmhmxfp hfi |acmflmcmxfp hfexf|

~a|xfi}ffi mim hmdfjpqhjfi fkf| hfexf| ~a|xfi}ffi }fik hmkqifjfi qixqj

daihf~fxjfi hfxf ~aiacmxmfi }fik dadmcmjm xmikjfx ufcmhmxfp hfi |acmflmcmxfp }fik

dadaiqbm p}f|fx) Xfbf~fi$xfbf~fi }fik hmkqifjfi qixqj daikfimcmpmp hfxf }fmxq

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0)1)6)6) Qom \acmflmcmxfp

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da|q~fjfi mihmjfxg| hf|m uf|mflac fxfq jgipx|qj) Pqfxq jqapmgia| hmjfxfjfi

|acmflac fxfq bfihfc omjf of{flfi papag|fik xa|bfhf~ ~a|xfi}ffi fhfcfb jgipmpxai

fxfq pxflmc hf|m {fjxq ja {fjxq "Kbgzfcm#>5-) Gia pbgx fxfq ~aikqjq|fi pajfcm

pfof }fmxq hmpmim ~aikqjq|fii}f bfi}f pajfcm hfi jadqhmfi bfpmci}f hmlfihmikjfi

haikfi ~a|xfi}ffi cfmi fxfq daikqjq| jg|acfpm fixf| of{flfi ~a|xfi}ffi)

P^PP dadla|mjfi efpmcmxfp daikqjq| |acmflmcmxfp haikfi qom pxfxmpxmj

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dadla|mjfi imcfm @|gilf`b Fc~bf 9 >#5> "Iqiifcc}# 6=5>-) Pqfxq uf|mflac

hmjfxfjfi |acmflac# f~flmcf?


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fixf|f _^\AH hfi P\APMH# hmdfif pqdlq ] fhfcfb pqdlq }fik xacfb hm~|ahmjpm

hfi pqdlq R fhfcfb |apmhqfc }fik xacfb hmxq|haixmzah"Kbgzfcm#>5-)

Hfpf| ~aikfdlmcfi ja~qxqpfi ?

f) Omjf fhf ~gcf xa|xaixq# pa~a|xm xmxmj$xmxmj "~gmix$~gmix- }fik fhf dadlaixqj pqfxq

~gcf xa|xaixq }fik xa|fxq| "la|kacgdlfik# dacalf| jadqhmfi dai}ad~mx-# dfjf

xacfb xa|ofhm Baxa|gpjahfpxmpmxfp)

l) Omjf xmhfj fhf ~gcf }fik oacfp# pa|xf xmxmj$xmxmj dai}alf| hm fxfp hfi hm lf{fb

fikjf > ~fhf pqdlq ]# dfjf xmhfj xa|ofhm Baxa|gpjahfpxmpmxfp)

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5#>1 dfjf Bg hmxgcfj hfi Bf hmxa|mdf) F|xmi}f uf|mflacmiha~aihaix pa`f|f ~f|pmfc dad~aikf|qbm uf|mflac ha~aihaix)

Lmcf "^ Ufcqa- 9 >#>1 dfjf Bg hmxa|mdf hfi hmxgcfj) F|xmi}f uf|mflacmiha~aihaix pa`f|f ~f|pmfc xmhfj dad~aikf|qbm uf|mflac ha~aihaix)

Dai`f|m x bmxqik haikfi |qdqp ?

x 4 \i$#>1 dfjf Bg hmxgcfj hfi Bf hmxa|mdf) Imcfm pmkimemjfpm "^ Ufcqa- 9 >#>1 dfjf Bg hmxa|mdf hfi Bf hmxgcfj)

Dadlqfx japmd~qcfi


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analisis pengaruh kualitas pelayanan terhadap kepuasan nasabah (studi pada nasabah debitur pt. bpr...

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