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All Journal Escalate : Economics and Business Journal
Leni Anggraini Susanti
Bali State Polytechnic, Indonesia
Economics, Econometrics & Finance

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Service Quality and Banking Program Variety Effects on Customer Satisfaction at Bank BPD Bali I Ketut Pantes; I Made Widiantara; Leni Anggraini Susanti; Wayan Suryathi
Escalate : Economics and Business Journal Vol. 4 No. 4 (2026): Escalate : Economics and Business Journal
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v4i4.770

Abstract

This study examines the effects of service quality and banking program variety on customer satisfaction at PT Bank Pembangunan Daerah Bali, Medistra Hospital Sub-Branch, Denpasar. A quantitative associative survey involved 100 customers selected through simple random sampling from a population of 9,935. Data were collected using a five-point Likert-scale questionnaire and analyzed with SPSS 23 using instrument tests, classical assumption tests, multiple linear regression, t-tests, an F-test, and R². The results show that service quality has a positive and significant effect on customer satisfaction (B = 0.525; t = 6.663; p < 0.001), as does banking program variety (B = 0.384; t = 4.823; p < 0.001). The model is jointly significant (F = 36.239; p < 0.001) and explains 42.8% of customer satisfaction variance (R² = 0.428). The findings indicate that responsive service and adaptive savings and digital banking programs should be strengthened simultaneously.
Co-Authors I Ketut Pantes I Made Widiantara Wayan Suryathi