The Service Quality Effect Towards the Customer Satisfaction of Bank in Indonesia
Nowadays the competition of the company is started increasingly and tighter. The success factor is strongly determined by the level of customer satisfaction. Satisfied customers are needed very much by the company. Customer satisfaction can only be achieved by providing quality services to consumers. The purpose of this study is to examine and analyze the impact of service quality which consists of five variables, which are physical evidence, reliability, responsiveness, assurance, and empathy on customer satisfaction at PT Bank Mandiri (Persero) Tbk. Parepare Branch. The data were collected by providing questionnaires to 100 customers who were sampled in this study. The samples were selected using proportionate stratified random sampling method. The collected data were analyzed using multiple linear regression analysis that supported of SPSS version 21 application. The results of the analysis show that partially, there is no one variable of service quality that has no effect on customer satisfaction, the variable is physical evidence, while the other variables have a positive and significant effect on customer satisfaction. Otherwise, if the determined results simultaneously are the five variables of service quality that both have a positive and significant effect on customer satisfaction.
Al-Mhasnah, A. M., Salleh, F., Afthanorhan, A., & Ghazali, P. L. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Letters. https://doi.org/10.5267/j.msl.2018.10.003
Caruana, A., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction – the moderating role of value. European Journal of Marketing. https://doi.org/10.1108/03090560010764432
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality and Reliability Management. https://doi.org/10.1108/IJQRM-01-2017-0008
Gronroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business.
Gunadi, A. (2002). Penilaian Nasabah terhadap Kualitas Pelayanan Nasabah pada PT. BPR Pedungan Denpasar. Universitas Udayana.
Kabu Khadka, S. M. (2017). CUSTOMER SATISFACTION AND CUSTOMER LOYALTY Case Trivsel Städtjänster (Trivsel siivouspalvelut) Thesis. Marketing for Entrepreneurs and SMEs.
Khan, M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS).
Lewis, B. R., & Entwistle, T. W. (1990). Managing the service encounter: A focus on the employee. International Journal of Service Industry Management. https://doi.org/10.1108/09564239010001136
Malhotra, N. K. (1982). Information Load and Consumer Decision Making. Journal of Consumer Research. https://doi.org/10.1086/208882
Parasuraman, a., Berry, L. L., & Zeithaml, V. a. (1991). 2.3. Refinement and Reassessment of the SERQUAL Scale. Journal of Retailing. https://doi.org/10.1111/j.1438-8677.2010.00335.x
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. https://doi.org/10.2307/1251430
Tresiya, D., Djunaidi, D., & Subagyo, H. (2019). PENGARUH KUALITAS PELAYANAN DAN KENYAMANAAN TERHADAP KEPUASAN KONSUMEN (STUDI PADA PERUSAHAAN JASA OJEK ONLINE GO-JEK DI KOTA KEDIRI). JIMEK : Jurnal Ilmiah Mahasiswa Ekonomi. https://doi.org/10.30737/jimek.v1i2.310
Tumbuan, W., Kawet, L., & Pontoh, M. (2014). KUALITAS LAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN PENGARUHNYA TERHADAP KEPUASAN NASABAH BANK BRI CABANG MANADO. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi. https://doi.org/10.35794/emba.v2i3.5502
Yonggui W, Lo Hing-Po, Yang Yongheng. 2004. An Integrated Framework For Service Quality, Customer Value, Satisfaction. Evidance From China’s Telecomunication Industry. Journal Service Quality. Kluwer Academic Publisher. Nedherlands.