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All Journal JURNAL MANAJEMEN DAN BISNIS INDONESIA
Zany Irayati Aunalal
Politeknik Negeri Ambon
Economics, Econometrics & Finance

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Analisis Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Meldi Manuhutu; Zany Irayati Aunalal; Maudy Tanihatu
JURNAL MANAJEMEN DAN BISNIS INDONESIA Vol 7, No 1 (2021)
Publisher : Universitas Muhammadiyah Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (604.09 KB) | DOI: 10.32528/jmbi.v7i1.4234

Abstract

This study aimed to determine the effect of tangibles, reliability,  responsiveness,  assurance,  and  empathy  from customer service performance to customer satisfaction at PT. Bank Tabungan Negara (Persero), Tbk Ambon Branch Office both simultaneou and partialy. The sample used in this study was 150 samples. The research  method  used descriptive and quantitative methods with multiple linear regression data analysis techniques. The results of this study indicate that simultaneous tangibles, reliability,  responsiveness,  assurance,  empathy variables have a significant and positive   effect  on  customer  satisfaction  and only partially responsiveness variable which have no   significant  effect  on  customer  satisfaction. The influence of service quality variables on customer satisfaction at PT. Bank Tabungan Negara (Persero), Tbk Ambon Branch is 70 %  that influence is very strong while the other 30% is influenced by the other variables. 
Co-Authors Maudy Tanihatu Meldi Manuhutu