PENGARUH PENERAPAN PRINSIP GOOD CORPORATE GOVERNANCE (GCG) TERHADAP KEPUASAN NASABAH DI BANK BNI KANTOR KAS UNIVERSITAS KRISTEN INDONESIA (UKI)

Gamul, Serfina (2025) PENGARUH PENERAPAN PRINSIP GOOD CORPORATE GOVERNANCE (GCG) TERHADAP KEPUASAN NASABAH DI BANK BNI KANTOR KAS UNIVERSITAS KRISTEN INDONESIA (UKI). S1 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini bertujuan menganalisis pengaruh penerapan prinsip Good Corporate Governance (GCG) meliputi transparansi, akuntabilitas, responsibilitas, independensi, serta kewajaran dan kesetaraan terhadap kepuasan nasabah pada Bank BNI Kantor Kas Universitas Kristen Indonesia (UKI). Latar belakang penelitian ini didasarkan pada pentingnya implementasi prinsip GCG dalam sektor perbankan guna membangun kepercayaan dan meningkatkan kualitas pelayanan terhadap nasabah.Penelitian ini menggunakan metode kuantitatif dengan pendekatan asosiatif, serta teknik analisis regresi linear berganda. Data primer dikumpulkan melalui sebaran kuesioner terhadap 100 responden yang merupakan nasabah aktif Bank BNI Kantor Kas UKI. Uji validitas, reliabilitas, uji asumsi klasik, uji t, uji F, dan koefisien determinasi dilakukan dengan bantuan perangkat lunak SPSS. Hasil penelitian menunjukkan bahwa secara parsial, variabel transparansi, akuntabilitas, dan responsibilitas berpengaruh positif dan signifikan terhadap kepuasan nasabah. Sementara itu, variabel independensi serta kewajaran dan kesetaraan berpengaruh positif tetapi tidak signifikan. Secara simultan, seluruh prinsip GCG (TARIF) berpengaruh signifikan terhadap kepuasan nasabah dengan nilai F hitung senilai 38,983 dan signifikansi 0,000. Adapun koefisien determinasi (R²) senilai 0,805, menunjukkan bahwa 80,5% variasi dalam kepuasan nasabah bisa dijelaskan oleh kelima variabel tersebut. Penelitian ini memberikan implikasi bahwa penerapan GCG yang konsisten, khususnya dalam aspek transparansi, akuntabilitas, dan tanggung jawab, mampu meningkatkan kepuasan nasabah, membangun kepercayaan, hingga mempererat hubungan jangka panjang antara bank dan nasabah, terutama di lingkungan akademik seperti Universitas Kristen Indonesia./This study aims to analyze the effect of the implementation of Good Corporate Governance (GCG) principles which include transparency, accountability, responsibility, independence, as well as fairness and equality on customer satisfaction at Bank BNI Cash Office of the Indonesian Christian University (UKI). The background of this study is based on the importance of implementing GCG principles in the banking sector in order to build trust and improve the quality of service to customers. This study uses a quantitative method with an associative approach, as well as multiple linear regression analysis techniques. Primary data were collected through distributing questionnaires to 100 respondents who were active customers of Bank BNI UKI Cash Office. Validity, reliability, classical assumption test, t-test, F-test, and coefficient of determination were conducted using SPSS software. The results showed that partially, the variables of transparency, accountability, and responsibility had a positive and significant effect on customer satisfaction. Meanwhile, the variables of independence, fairness, and equality had a positive but insignificant effect. Simultaneously, all GCG principles (TARIF) had a significant effect on customer satisfaction with a calculated F value of 38.983 and a significance of 0.000. The coefficient of determination (R²) of 0.805 indicated that 80.5% of the variation in customer satisfaction could be explained by these five variables. This study implies that consistent implementation of GCG, especially in the aspects of transparency, accountability, and responsibility, can increase customer satisfaction, build trust, and strengthen long-term relationships between banks and customers, especially in academic environments such as the Indonesian Christian University.

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