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All Journal Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Audry Christianti Siahaya
STIA Trinitas, Ambon, Maluku, Indonesia

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Frontline Banking Service Quality and Customer Satisfaction: Examining the Role of Teller Service Quality in Service Experiences Audry Christianti Siahaya; Jusak Ubjaan; Samie Lambert Jacobs
Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis Vol. 7 No. 2 (2026): Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Publisher : Univiversitas Dr. Djar Wattiheluw

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Abstract

Customer satisfaction remains a critical indicator of banking service performance amid intensifying competition and digital transformation in the financial sector. This study examines the role of teller service quality in shaping customer satisfaction in banking services. Using a quantitative explanatory design, data were collected from 266 customers through a structured questionnaire using a five-point Likert scale. The data were analyzed through validity and reliability assessments, regression assumption tests, and simple linear regression. The findings show that teller service quality is positively and significantly associated with customer satisfaction and explains 63.4% of the variance in customer satisfaction. These findings highlight that human-based frontline services remain strategically important for enhancing customer experience and sustaining service competitiveness in the digital banking era.
Co-Authors Samie Lambert Jacobs Ubjaan, Jusak