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Zaenal Aripin
Univeristas Sangga Buana Bandung
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Journal : jurnal syntax admiration

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The Impact of Bank Service Quality on Satisfaction that Impacts Word of Mouth Promotion Zaenal Aripin; Vip Paramarta; Kosasih; Didin Saepudin; Farida Yuliaty; Fitriana
Jurnal Syntax Admiration Vol. 4 No. 8 (2023): Jurnal Syntax Admiration
Publisher : Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jsa.v4i8.690

Abstract

Beckground: In the banking industry, service quality is an important factor in maintaining and increasing customer satisfaction. One indicator of the success of service quality is word of mouth by satisfied customers. However, there is still little in-depth research on the impact of bank service quality on customer satisfaction that impacts word of mouth. Aims: This study aims to analyze the impact of bank service quality on customer satisfaction and identify how customer satisfaction contributes to word of mouth in the context of the banking industry. Research Methods: This study used a qualitative approach with in-depth interviews as the data collection technique. The respondents were bank customers who have used the bank's services in the recent period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Results and Conclussion: This study used a qualitative approach with in-depth interviews as a data collection technique. The respondents were bank customers who have used the bank's services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Contribution: This study uses a qualitative approach with in-depth interviews as a data collection technique. The respondents of this study are bank customers who have used bank services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses.
Co-Authors Achmad Noerkhaerin Putra Adang Haryaman Adi Suroso Agusiady, R. Ricky Alfian, Achmad Anggraeni, Vilma Dewi Aristanto, Eko Asep Gunawan Ayu Amrita, Nyoman Dwika Bambang Susanto Budi Raharja , Arif Budi Raharja, Arif Debie K. R. Kalalo Dendi Nugraha Dianvayani, Giska Didin Saepudin Dunya, Muhamad Abi Dwika Ayu Amrita, Nyoman Endang Fatmawati Endang Ruchiyat Ermeila, Sri Etty Sofia Mariati Asnar Faisal, Ijang Fakhry Amin Farida Yulianty Farida Yuliaty Fatmasari, Raden Roro Fitriana Fitriana Fitriana Fitriana Fitriana Fitrianti, Nida Garnida Gjosphink Putra Umar Sakka Gulo, Nurdelima Harto Necsen Linelejan Herry Achmad Buchory Ijang Faisal Indri Damayanti Indri Damayanti Kosasih Kosasih KOSASIH KOSASIH, KOSASIH Lili Adi Wibowo M. Syafarudin Mahaputra Mahaputra, M. Syafarudin Marasabessy, Maharani Regita Mariati Asnar, Etty Sofia Matriadi, Faisal Maya Ariyanti Muhammad Syahrul Hidayat Mulyani , Sri Rochani mulyani, sri rochani Nia Riana Nida Garnida Fitrianti Novianha Pynatih, Ngurah Made Nugraha, Ramlan Indra Nugroho, Taufan Padma Hanuun, Nazhira Nindya Padma Negara, M. Rizqi Palittin, Normayanti Prihat Assih Raden Roro Fatmasari Redjeki, Finny Riana, Nia Ricky Agusiady Ryan Aldiansyah Akbar Saepudin, Didin Salsabila, Unik Hanifah Sikki, Nurhaeni Sitanggang, Erikson Sjoraida , Diah Fatma Sri Ermeila Sri Rochani Mulyani Subeno, Fransiska Carmelia Suganda, Uce Karna Sugeng Haryanto Sunardi Sunardi Sunarjo Sunarjo Supriatna, Ucu SUSANTI Syahidin, Rukhiyat Syarif Hidayatullah Taufik Zulfikar Tekat Sukomardojo Tresnadi, Rama Ucu Supriatna Vip Paramarta Vip Paramarta Vip Paramarta Wawan Ichwanudin Wawan Ichwanudin Widjajanti Utoyo Yolistina, Anggun Yulianty, Farida