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All Journal Jurnal Mirai Management International Journal of Artificial Intelligence Research SEIKO : Journal of Management & Business YUME : Journal of Management Accounting Profession Journal (APAJI) Jurnal Manajemen Economics and Digital Business Review Devotion: Journal of Research and Community Service Nobel Management Review Journal of Training and Community Service Adpertisi Journal of Management and Social Sciences Jurnal Ilmiah Akuntansi dan Keuangan (JIAN) Economos : Jurnal Ekonomi dan Bisnis Jurnal Aplikasi Manajemen & Kewirausahaan MASSARO Jurnal Bisnis dan Kewirausahaan Nobel Community Services Journal International Journal of Economics, Commerce, and Management Atestasi : Jurnal Ilmiah Akuntansi Jurnal Ilmiah Akuntansi dan Keuangan (JIAN)
Nur Naninsih
STIE AMKOP Makassar
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Social Sciences Transportation Other

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Journal : Jurnal Manajemen

 1 
Service Quality Towards Banking Customer Satisfaction And Loyalty PT. Bank Mandiri Syamsul Alam; Nur Naninsih; Dewi Pratiwi Indriasari
Jurnal Manajemen Vol. 26 No. 3 (2022): October 2022
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jm.v26i3.939

Abstract

The research was conducted with the aim of knowing the quality of service that uses the dimensions of tangible, realibility, responsiveness, assurance and empathy for customer satisfaction and customer loyalty at PT. Bank Mandiri KC Kartini Makassar. The research population is the customers of PT. Bank Mandiri KC Kartini Makassar as many as 50,810 customers. Sampling was carried out using incidental sampling technique, using samples based on chance or incidental meeting of respondents with researchers at the research location as many as 150 customers. The data analysis method that will be used in this study is to use a structural equation model. Data analysis was performed using descriptive and inferential statistical analysis (applying Structural Equation Modeling (SEM) using the Smart PLS Version 3.0 program). The results showed that physical evidence, reliability, responsiveness, assurance, and empathy had a positive and significant impact on customer satisfaction. Meanwhile, physical evidence, reliability, responsiveness, assurance, and empathy have a positive and significant effect on customer loyalty. The management can be given a training or training for employees, so that employees are better trained to serve customers quickly. The quality of service can also affect employee performance because quality employee performance will create satisfaction with customers.  Customer satisfaction can be created /formed through factors that can affect these variables such as service quality and customer loyalty.
Co-Authors Abdul Rahman Abdul Syukur Abubakar, Herminawaty Afifah Nur Faizah Ambo Rappe Amran Ansar Ansar Ardaningsi Daing Bata Ilyas, Jamaludddin Bata Ilyas, Jamaluddin Hasanuddin Remmang, Hasanuddin Hasrullah Liong Misi Indriasar, Dewi Pratiwi Indriasari, Dewi Pratiwi Iwan Perwira Kurniawaty Kurniawaty Kurniawaty Sandra L. Herin, Theodorus Makkira Marhaeni Sabil Mattalatta Mattalatta Mattalatta Mattalatta, Mattalatta Misrah Misrah Nur Aeni Nur Fatma Nur Fatma Nuryanti Romadhoni, Buyung Saharuddin Suriani, Seri SYAMSU ALAM Syamsul Alam Syamsul Alam Syamsul Alam Syamsul Alam, Syamsul Tajuddin Malik Tekad Kurniadi Ruslak Hammar, Yunus Thanwain Thanwain Triwani, Jena Uluputty, Nurdjanna Fadjrin Umar, Rahmawati Wijaya, Ilham Wisang Candra Bintari Yana Fajriah Yasri Tarawiru