Pengaruh Kualitas Layanan Customer Service Terhadap Kepuasan Nasabah Pada Bank Rakyat Indonesia Cabang Kayuagung

Authors

  • Intan Sila Politeknik Negeri Sriwijaya image/svg+xml
  • Purwati Purwati
  • M. Syahirman Yusi

DOI:

https://doi.org/10.5281/jtiemb.v1i4.3052

Abstract

This study analyzes customer satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk. Kayuagung Branch. The independent variable in this study is the variable of customer service quality which consists of 5 dimensions, namely physical evidence, reliability, assurance and certainty, and empathy, while the dependent variable in this study is customer satisfaction. The sample in this study amounted to 100 customers using a sampling technique, namely incidental sampling. The analysis technique uses multiple linear regression analysis, the coefficient of determination test, the F test and the t test. This study found that the independent variables simultaneously have a significant effect on customer satisfaction. Partially it shows that the variables of physical evidence and assurance and certainty have a significant effect, while reliability, responsiveness and empathy do not have a significant effect on customer satisfaction

Author Biography

  • Intan Sila, Politeknik Negeri Sriwijaya
    Jurusan Administrasi Bisnis Program Studi Manajemen Bisnis

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Published

2021-04-04

Issue

Vol. 1 No. 4 (2021): Jurnal Terapan Ilmu Ekonomi, Manajemen dan Bisnis April 2021

Section

Articles

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