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Journal : PHENOMENON : MULTIDISCIPLINARY JOURNAL OF SCIENCES AND RESEARCH

 1 
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU Azis Muthalib, Dzulfikri; Masse, Ambo; Conny, Conny; Haprisia, Haprisia
PHENOMENON : Multidisciplinary Journal Of Sciences and Research Vol 2 No 02 (2024): PHENOMENON : Multidisciplinary Journal Of Sciences And Research
Publisher : Pusat Studi Ekonomi Publikasi Ilmiah dan Pengembangan SDM Azramedia indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/phenomenon.v2i02.1223

Abstract

This study aims to determine and explain the effect of service quality dimensions on customer satisfaction at Bank Sultra Punggaluku Branch. The population is all customers. The sample was 99 customers. The analysis tool is multiple linear regression. The results show that: (1) Simultaneously there is a positive and significant influence of service quality dimension variables on customer satisfaction. (2) Tangible variables have a positive but insignificant effect on customer satisfaction. (3) The reliability variable has a positive and significant effect on customer satisfaction. The better the reliability, the higher the customer satisfaction (4) The responsiveness variable has a positive but insignificant effect on customer satisfaction. (5) Assurance variable has a positive and significant effect on customer satisfaction at Bank Sultra Punggaluku Branch. The better the assurance, the higher the customer satisfaction. (6) The empathy variable has a positive and significant effect on customer satisfaction. The better the empathy, the higher the customer satisfaction.
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU Azis Muthalib, Dzulfikri; Masse, Ambo; Conny, Conny; Haprisia, Haprisia
PHENOMENON : Multidisciplinary Journal Of Sciences and Research Vol 2 No 02 (2024): PHENOMENON : Multidisciplinary Journal Of Sciences And Research
Publisher : Pusat Studi Ekonomi Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/phenomenon.v2i02.1223

Abstract

This study aims to determine and explain the effect of service quality dimensions on customer satisfaction at Bank Sultra Punggaluku Branch. The population is all customers. The sample was 99 customers. The analysis tool is multiple linear regression. The results show that: (1) Simultaneously there is a positive and significant influence of service quality dimension variables on customer satisfaction. (2) Tangible variables have a positive but insignificant effect on customer satisfaction. (3) The reliability variable has a positive and significant effect on customer satisfaction. The better the reliability, the higher the customer satisfaction (4) The responsiveness variable has a positive but insignificant effect on customer satisfaction. (5) Assurance variable has a positive and significant effect on customer satisfaction at Bank Sultra Punggaluku Branch. The better the assurance, the higher the customer satisfaction. (6) The empathy variable has a positive and significant effect on customer satisfaction. The better the empathy, the higher the customer satisfaction.
Co-Authors Budi, Rahmad Setia Buntu, Nasar Cecilia, Cecilia Charlie Charlie, Charlie Daswan, Lestari Erick, Erick Haprisia, Haprisia Isalman, Isalman Juharsah, Juharsah Masse, Ambo Maulana, Rifki Michelle, Michelle Mubaraq, Ahmad Muthalib, Dzulfikri Azis Ningtyas, Ajeng Purwati Nisrina Hamid Nudia Yultisa Purwati Ningtyas, Ajeng Rahmah, Maulidya Rakhmat Wahyudin Sagala, Rakhmat Wahyudin Shella, Indry Al Sinarwaty Sunarjo Sitepu, Eka Rahmadanta Tri Indah Rezeki, Tri Indah Umara, Ummi Wahyuniati Hamid Zai, Immanuel