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Badriatin, Tine
Faculty Of Economics And Business, University Of Siliwangi, Tasikmalaya 46115, Indonesia
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Journal : ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING

 1 
Pengaruh Service Quality, Product Quality, dan Iklan Terhadap Nasabah BNI Badriatin, Tine; Wursan; Kurniawan; Sani, Ageng Asmara
ARBITRASE: Journal of Economics and Accounting Vol. 4 No. 2 (2023): November 2023
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v4i2.1208

Abstract

Customer satisfaction is the ultimate goal of a service process carried out by both government and private agencies. This research originates from the existence of various problems in the field which indicate that customer satisfaction is still not optimal. This is indicated by the amount of funds collected when viewed from the debit balance, which has fluctuated. This shows that the level of satisfaction has also fluctuated. Factors that influence customer satisfaction, including service quality, product quality and advertising. The purpose of this study was to determine and describe the effect of service quality, product quality and the effect of advertising on customer satisfaction at BNI Tasikmalaya Branch. The research was conducted using a quantitative descriptive method, namely by making a systematic, factual and accurate description of facts or the nature of objects and interpreting the relationship between the phenomena investigated. The total population is 113 while the sample is 50 using the slovin technique. The tool for collecting data is a questionnaire and the data analysis that is sought is correlation, determination. T test and F test. The conclusion shows that simultaneously service quality, product quality, advertising. has an effect on customer satisfaction, and partially service quality has an effect on customer satisfaction, product quality has an effect on customer satisfaction, and advertising has an effect on customer satisfaction. Each influence is declared significant. Based on correlation calculations, it is known that the correlation obtained from service quality, product quality and advertising on customer satisfaction is 80.9%. This shows that service quality, product quality and advertising have a strong influence on customer satisfaction.
Co-Authors Agi Rosyadi Ali Subrata Apri Budianto, Apri Asep Budiman Asep Budiman Asep Saepudin Asep Saepudin Astri Handari Astri Handari Astri Siti Fatimah Astri Siti Fatimah Aulia Azizatul Jannah Badrujaman, Sopi Bastaman, Irma Darmawati Beni Hartanto Beni Hartanto Beni Hartanto Beni Hartanto Betty Rofatin Dede Arif Arif Rahmani Dede Arif Rahmani Dedeh Sri Sudaryanti, Dedeh Sri Deni Sudrajat Deni Sudrajat Deni Sudrajat Deni Sudrajat Deni Sudrajat Deni Sudrajat Dian Kurniawan dian Kurniawan Dian dan Irman, dian Kurniawan Dina Agustina Edi Ganda Permana Edi Ganda Permana Elis Listiana Mulyani Fahmi, Annas Syams Rizal Fuzi Waliyul Mujtahidin Fuzi Waliyul Mujtahidin Ganda Permana, Edi Hartanto, Beni Hasannudin, Ivan Dicksan Heri Widodo, Teguh Hilman, Nadia Ulfa Agustin I Gusti Agung Komang Diafari Djuni Hartawan Ichsan Alif Setiawan Ichsan Alif Setiawan Ida Ayu Putu Sri Widnyani Ignatia Bintang F.D.S. Ikrar Budi Indi Ramadhani Iqbal Nur Fajar JENITA JENITA jenita jenita, jenita Kurniawan Kurniawan Kurniawan Kurniawan Kurniawan Kurniawan Kurniawan Kurniawan, Dian Kurniawati, Ane Laksono Trisnantoro Lestari, Nadya Ayu Lia Puspitasari Linda Septiana Linda Septiana Lucky Radi Rinandiyana Mardani, Dede Aji Masitoh, Noneng Metty Nurherliyany Mufreni, Alfin Nurfahmi Mulyani, Elis Listiana Munawar, Andri Helmi Nana Sahroni Noneng Masitoh Nurherliyani, Metty Paturochman, Iwan Ridwan Rahmawati, Mira Ramon Arthur Ferry Tumiwa Rini Muflihah Rini Muflihah Rois Bahri Rosmajudi, Arifah Rosyadi, Agi Rudi Setiawan Rudi Setiawan Rudi Setiawan Sakifah Sakifah Sakifah Sani, Ageng Asmara Septiana Tri Rahayu Sopi Badrujaman Soritaon Soritaon Sri Sudiarti Sri Sudiarti Sri Sudiarti Subrata, Ali Sudiarti, Sri Sudrajat, Deni Suryanugraha, Dim Zarita Tasya Khoerunnisa Hijriah Teguh Heri Widodo Wilman San Marino Wursan Wursan Wursan, Wursan Yanti Heryanti