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All Journal Jurnal Kesehatan Reproduksi Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking JBMP (Jurnal Bisnis, Manajemen dan Perbankan) MABIS: Manajemen dan Bisnis Jurnal Ilmu Manajemen JURNAL EKSBIS Revitalisasi : Jurnal Ilmu Manajemen Public Corner Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Indonesian Journal of Laboratory Jurnal Abdimas Sangkabira International Journal of Social Science Jurnal Kedaymas Borobudur Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) International Journal of Management, Economic, Business and Accounting Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Basuki Rachmat
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Journal : Al-Kharaj: Jurnal Ekonomi, Keuangan

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Pengaruh Service Quality, Perceived Value, dan Service Innovation Terhadap Customer Satisfaction Nasabah Bank BCA di Kota Surabaya Tarishah Zahmita Davina Haryono; Basuki Rachmat; Harry Widyantoro; Trisa Indrawati
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 7 No. 4 (2025): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v7i4.6823

Abstract

In increasingly tight competition, innovation in service quality in the banking sector is needed now to increase customer satisfaction and be able to compete with other banks. Banks that are able to adapt to customer needs through implementing the latest innovations tend to have an advantage over other banks. This research was conducted to examine the influence of service quality, perceived value, and service innovation on customer satisfaction of BCA Bank customers in Surabaya. This research is quantitative in nature with non-probability sampling, namely judgment sampling. Respondents in this study were BCA Bank customers whose characteristics were at least 17 years old, BCA Bank customers for at least 1 year, BCA Bank savings customers, and had used BCA Bank services at least once in the last 3 months. The sample consisted of 339 respondents with data collection techniques through questionnaires. This research uses Structural Equation Modeling (SEM) on Partial Least Square (PLS) using SmartPLS version 4. The results of this research show that there is a positive and significant influence on service quality, perceived value, and service innovation on customer satisfaction.
Co-Authors ,, Indrayati Al Widyo Purwoko Al-Hanaan, Muhammad Fadhlillah Azzahra, Salwa Sabili Bambang Kasatriyanto Burhanudin Dadang Suwanda Dhorifi, Ahmad Eddy Chandra Eljawati Emma Yulianti Erlinda, Sela Sefrina Ernawati, Widi Dwi Fadia, Nevy Farah Alya Abidah Hadi Ashar Harry Widyantoro Ima Kristanti Jannah, Weni Miftachul Kamaluddin, Ahmad Leliek Agung Haldoko Mochamad Nurhadi, Mochamad Noviati Fuada Putri Ayu Berlianingtyas Rahayu Lestari, Melati Ronny Ronny Ronny Rr. Iramani Salatun, Ria Andriatna Silvester Ferreira Soedarso, Elvyra Handayani Soni Harsono Sri Rahayu, Karisma Sri Wahyuni Sungkunen Purba Tarishah Zahmita Davina Haryono Tjahjani Prawitowati Totih Ratna Sondari Setiadi Tri Puspitasari Trisa Indrawati Wahyudi Wahyudi Winda Diah Puspita Rini Yusna, Yusna