Hubungan Kualitas Pelayanan Program Service New Look dengan Citra Bank Bjb Kc Tamansari Bandung

Abstract

Abstract. Competition in the growing banking business has made PT. West Java Regional Development Bank and Banten Tbk choose to improve the quality so that it remains a choice of customers, especially in West Java and Banten. The title of this research is the relationship between the service quality of the service new service program and the image of Bank BJB KC Tamansari Bandung. This study uses quantitative research methods with a correlational approach. this study uses Contrast theory and four aspects of service according to Sumarni. Data retrieval techniques use questionnaires, observation, library research, and internet searching. The population in this study were 683 customers of Bank BJB KC Tamansari Bandung with sampling using accidental sampling techniques with slovin 0.1 formula so that a sample of 88 respondents was obtained. The analysis technique uses correlational analysis and hypothesis testing using the Spearman Rank correlation coefficient formula with a = 0.005. From the results of the study, overall conclusions are obtained that there is a strong relationship between the service quality of the service new program look and the image of BJB Bank KC Tamansari Bandung.

Keywords: Service Quality, Performance Responsibility, Transaction Speed, Service Existence, Professionalism, Corporate Image.

Abstrak. Persaingan pada bisnis perbankan yang berkembang membuat PT. Bank Pembangunan Daerah Jawa Barat dan Banten Tbk memilih meningkatkan kualitas agar tetap menjadi pilihan nasabah khususnya di Jawa Barat dan Banten. Judul penelitian ini adalah hubungan antara kualitas pelayanan program service new look dengan citra Bank BJB KC Tamansari Bandung. Penelitian ini menggunakan metode penelitian kuantitatif dengan pendekatan korelasional. penelitian ini menggunakan Contrast theory serta empat aspek pelayanan menurut Sumarni. Teknik pengambilan data menggunakan angket, observasi, studi pustaka, dan internet searching. Populasi dalam penelitian ini sebanyak 683 nasabah Bank BJB KC Tamansari Bandung dengan penarikan sampel menggunakan teknik aksidental sampling dengan rumus slovin 0,1 sehingga didapat sampel 88 responden. Teknik analisa menggunakan analisis korelasional dan uji hipotesis dengan rumus koefisiensi korelasi Rank Spearman dengan a=0.005. Dari hasil penelitian diperoleh kesimpulan secara menyeluruh bahwa terdapat hubungan yang kuat antara kualitas pelayanan program service new look dengan citra Bank BJB KC Tamansari Bandung.

Kata Kunci: Kualitas Pelayanan, Ketanggapan Kinerja, Kecepatan Transaksi, Keberadaan Pelayanan, Profesionalisme, Citra Perusahaan.