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All Journal IJEBD (International Journal Of Entrepreneurship And Business Development)
Farah Nurmalia Damayanti
Universitas Narotama
Economics, Econometrics & Finance

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The Influence of Service Quality, Professionalism of Work, and Promotion on Customer Satisfaction of Bank Jatim Branch of Dr. Soetomo Hospital Surabaya Farah Nurmalia Damayanti; Joko Suyono; Arasy Alimudin
IJEBD (International Journal of Entrepreneurship and Business Development) Vol 4 No 2 (2021): March 2021
Publisher : LPPM of NAROTAMA UNIVERSITY

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (204.78 KB) | DOI: 10.29138/ijebd.v4i2.1196

Abstract

This research is motivated by the idea that banks must increase customer satisfaction. Many benefits received with high customer satisfaction, including increasing customer loyalty, increasing advertising effectiveness, and increasing business reputation The purpose of this study is to analyze the effect of service quality, work professionalism and promotion on customer satisfaction. The population in this study was 2,155 customers, the number of samples using the Slovin formula was 96. The data analysis technique used was multiple regression analysis. The research results are: 1) There is an influence of service quality on customer satisfaction, 2) There is the influence of work professionalism on customer satisfaction, 3) There is an effect of promotion on customer satisfaction, 4) There is the influence of service quality, work professionalism and promotion of customer satisfaction, 5) Variable work professionalism has a dominant influence on customer satisfaction.
Co-Authors Arasy Alimudin Joko Suyono