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Kosasih
Universitas Sangga Buana
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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 A Andini Radisya Pratiwi Afira Febriani Afira Febriani Surya Wijaya Agung Nugraha Akmal Fauzi Yudistira Anggilia Yuliani Susanti Aris Mudiansyah Mudiansyah Asep Effendi Ayu Laili Rahmiyati Ayu Laili Rahmiyati Ayu Laili Rahmiyati Ayu Lestari Nofiyanti Azhar Affandi Bambang Agus W Bambang Widarsono Biller Panjaitan Byan M Pratama Chevie Wirawan Cicik Khildar Rizqi Citra Salsabilla Dahrul Effendi Debie K. R. Kalalo Deni Nurdyana Hadimin Denok Sunarsi Denok Sunarsi Denok Sunarsi Denok Sunarsi Devi Delvita Diana Damayanti Didin Saepudin Dimas Rifqi Djogo, Ony Dyah Kusuma Arnovita Eddi Supriadi Edi Kurnawan Enung Susilawati Erlangga, Heri Etty Sofia Etty Sofia Mariati Asnar Etty Sofia Mariati Asnar Fajar Wahyudi Farida Yulianty Farida Yuliati Farida Yuliati Farida Yuliati Farida Yuliaty Farida Yuliaty Farida Yuliaty Farida Yuliaty Firda Nur Laila Firda Nur Laila Firman Perkasa Yudha Fitriana Fitriana Fitriana Fransiska Carmelia Subeno Grace Angela Philips Haddan D Haddan Dongoran Haiqal Faddel Muhammad Harto Necsen Linelejan Hayun Setiawan Hendri Andrian Hersusetiyati Hersusetiyati Heru Atmoko I Gusti Nyoman Trianantha Jaya Ida Ayu Laksmi Arnita Utari Ida Ayu Triana Imas Siti Masitoh Ine Aprianti Irawan Sugoro Ittang Somba Jeanny Kathleen Hartini Kahpi, Heri Sapari Komara, Erwan Mariati Mariati Marissa Grace Haque Marissa Grace Haque Megandhi Gusti Wardhana Mona Fandani Mutmainnah Mutmainnah Ni Desak Made Santi Diwyarthi Ni Wayan Eka Arimas Nina Risnawaty Norikazu Suzuki Nova Karlina Nur Widyana Fajrin Nurhaeni Sikki Nurjaya Nurjaya Raden Roro Vemmi Kesumadewi Rahadian Malik Rahardian Malik Ranita Rizky Putri Regina Tirza Maindoka Rendi Maulana Ricky Agusiady Ridwan Ridwan Ronaldo Panggabean Rony Edward Utama Rukhiyat Rukhiyat Sayidin Rukhiyat Syahidin Rukhiyat Syahidin Rulia Rulia Rulia Rulia Ruriyansi Ruth Haryanti Santi Rimadias Santi Sandra Shandhi Abdulrahman Sobarna Kartamihardja Sri Dati Octaviani Sri Rochani Sri Rochani Mulyani Sumeidi Kadarisman Suwanto Suwanto Syamsul Bahri Taufan Nugroho Taufan Nugroho Taufan Nugroho Taufik Zulfikar Taufik Zulfikar Tri Utami Turmudhi, Anis Verolla Ayu Pradita Vip Paramarta Vip Paramarta Vivi Avionica Widjadjanti Oetojo Widjadjanti Oetojo Widjajanti Utojo Widjajanti Utoyo Yessica Febriany Yuan Badrianto Yuli Santika Magdalena Yuliarti Pasau Zaenal Aripin