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All Journal Jurnal Pengabdian Masyarakat Nusantara Jurnal Manarang Manajemen dan Bisnis
Andi Putri Tenriyola
Universitas Negeri Makassar
Humanities Decision Sciences, Operations Research & Management Social Sciences Other

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The Impact of Service Quality on Customer Satisfaction: A Case Study of PT. Bank Rakyat Indonesia Makassar Branch Andi Putri Tenriyola
Jurnal Manarang Manajemen dan Bisnis Vol. 4 No. 2 (2026): Jurnal Manarang : Manajemen dan Bisnis (April 2026)
Publisher : Universitas Sulawesi Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31605/jurnalmanarang.v4i2.6668

Abstract

In the current era of globalization, competition in the banking sector demands institutions to maximize operational efficiency and understand customer needs. This study aims to determine the effect of service quality specifically reliability, empathy, and assurance on customer satisfaction at PT. Bank Rakyat Indonesia (BRI) Makassar Branch. This research utilized a quantitative descriptive method. The sample consisted of 60 respondents selected through accidental sampling. Data were collected using a Likert-scale questionnaire and analyzed using Multiple Linear Regression with SPSS version 25. The results reveal that reliability does not significantly affect customer satisfaction. Conversely, empathy and assurance have a significant positive impact on customer satisfaction. Simultaneously, reliability, empathy, and assurance significantly influence customer. The coefficient of determination is 0.397, indicating that these three variables explain 39.7% of customer satisfaction, while the remaining 60.3% is influenced by other unexamined factors
Transformasi Kapasitas Kepemimpinan Perempuan Melalui Penguatan Komunikasi Asertif dan Manajemen Prioritas Berbasis Literasi Domestik Regina Regina; Risma Niswaty; Andi Putri Tenriyola; Fahmi Surya Abdi; Tenriwaru Tenriwaru
Jurnal Pengabdian Masyarakat Nusantara (JPMN) Vol. 6 No. 1 (2026): Februari - Juli 2026
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jpmn.v6i1.7338

Abstract

This community service activity was carried out in response to the phenomenon of double burden experienced by women, especially mothers in Makassar City, who are required to carry out domestic and public roles simultaneously. This condition often causes women's leadership capacity and managerial abilities to be underrecognized. This service aims to transform the mindset of participants from just survival to empowered mothers through strengthening assertive speaking skills and priority management. The method used is Service-Learning with a participatory approach which is implemented through five stages of 120-minute workshops, including emotional validation, experiential reflection, role audit, identification of leadership skills, and simulation of Glass Ball and Rubber Ball strategies in decision-making. The results of the activity showed an increase in participants' critical awareness in recognizing leadership competencies and managerial skills possessed through domestic activities. In addition, participants showed behavioral changes in determining priorities and making decisions more effectively. The expected long-term impact is the formation of a supportive community and the strengthening of women's leadership that is able to balance the roles of family and society in harmony.
Co-Authors Fahmi Surya Abdi Regina Risma Niswaty