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All Journal Jurnal Bisnis, Manajemen, dan Informatika JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) Hasanuddin Economics and Business Review SEIKO : Journal of Management & Business International Journal of Elementary Education Jambura Agribusiness Journal JURNAL LENTERA BISNIS Jurnal Informasi dan Teknologi Economics and Digital Business Review Jurnal Kewarganegaraan International Journal of Engineering, Science and Information Technology International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Minfo Polgan (JMP) Jurnal Sistim Informasi dan Teknologi Malcom: Indonesian Journal of Machine Learning and Computer Science Scientium Management Review Economics and Business Journal Journal of Contemporary Administration and Management (ADMAN) Journal of Social Science and Business Studies Journal of Information System, Technology and Engineering Jurnal Bisnis dan Kewirausahaan Southeast Asia Journal of Business, Accounting, and Entrepreneurship Jurnal Pengabdian Masyarakat dan Riset Pendidikan Journal of Innovative and Creativity Jurnal Terobosan Peduli Masyarakat (TIRAKAT) Technopreneurship and Educational Development Review (TENDER) Jurnal Riset Bisnis, Manajemen, dan Ilmu Ekonomi
Mustafa, Fahrina
Faculty Of Economics And Business, Hasanuddin University
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Journal : Scientium Management Review

 1 
THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION OF PENSION SAVING BANK NATIONAL (BTPN) BRANCH SUNGGUMINASA Wahyudi; Dian Parawansa; Fahrina Mustafa
Scientium Management Review Vol. 2 No. 2 (2023): Scientium Management Review
Publisher : Scientia Integritas Utama

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Abstract

The National Pension Savings Bank (BTPN) has come a long way, since it was founded in Bandung, West Java in 1958, and then changed its name in 1986 to become the National Pension Savings Bank. BTPN began being listed on the Jakarta Stock Exchange in 2008 and a year later added a financing business to micro business complements the pension banking service portfolio. Recognizing the current challenges, that companies are required to change the way they do business, we decided to take a step further, by creating and launching “Daya” in 2011. Based on the “Opportunity and Call” business philosophy, Daya present by offering an opportunity to all BTPN stakeholders to participate in the mission to empower millions of mass market in Indonesia. In the regression equation, there are 2 negative variables and 3 other positive variables, meaning that if the independent variable increases, the dependent variable decreases and if the independent variable decreases, the dependent variable also increases. Because there are several factors from the item of each variable that influence the assessment of service quality so that there is an asymmetric flow between the independent and dependent variables. From the results of the regression coefficients obtained, it shows that the direct evidence factor (b1 = 0.000) then responsiveness (b3 = 0.000) and assurance (b4 = 0.000) are the distribution factors that affect customer satisfaction, then reliability (b2 = 0.010), while empathy ( b5 = 0.723) is a factor that does not affect customer satisfaction at all.
Co-Authors A.S. Parawansa, Dian Abdi Akbar Idris Abdul Razak Munir Agustinus Suradi Ahmad Yani Aisyah Solehati Aisyah Solehati.,S.E.,M.M Akhirianto, Pas Mahyu Alfa Santoso Budiwidjojo Putra Almaududi Ausat, Abu Muna Anastasia d'Ornay Andi Khaerun Nisa Andriya Risdwiyanto Arief Nuryana Arief Yanto Rukmana Arief, Ilham Arifin Arifin Arismunandhar Sunarwia, Atdriansyah Ashoer, Muhammad Aslam, Annisa Paramaswary Ausat, Abu Muna Almaududi Ayu Ratna Wulandari Bahar, Achirsyah Basuki Wisnu Desi Astuti desi kristanti, desi Dessy Hariyanti, NK Dewa Oka Suparwata Diah Astuti, Enny Djunaedi Djunaedi Eka Hendrayani Eka Hendrayani Elizabeth Ernawaty Usman Fildzah Shabrina Firdaus Frans Sudirjo Hamzah, Munawir Nasir Hendra Hendra Hendy Tannady HERY PURNOMO Ibrahim, Mozart Malik Idris Saleh Ilham Ilham Ilham Ilham Imman Yusuf Sitinjak Irdiana, Sukma Isna Juwita Iwan Henri Kusnadi Iwan Henri Kusnadi Jamaluddin Majid Jeffriansyah Dwi Sahputra Amory Jefri Putri Nugraha Joko Ariawan Josef Hernawan Nudu Joseph MJ Renwarin Kadir, Nuraeni Khaerunnisa, A Khairani, Elisa Kiki Setyawati Kiki Setyawati Kraugusteeliana Kraugusteeliana Kushariyadi Kushariyadi Kushariyadi Kusnadi, Iwan Henri latief, yanuar Luh Komang Candra Dewi M. Ikhwan Maulana Haeruddin Magdalena Magdalena Maming, Djumidah Mersandro Permana, Riko Metris, Diksi Mohamad Trio Febriyantoro Mudasetia Mudasetia Mudasetia, Mudasetia Muh. Yushar Mustafa Muh. Yushar Mustafa Muhamad Risal Tawil Muhammad Kholil Muhammad Zakaria Muhammad Zakaria Muliyani, Nani Munawir Nasir Hamzah Musran Munizu Mustafa, Muh. Yushar Mustafa, Rahmat Mustafa, Riad Mutoffar, Muhamad Malik Nawiyah Nawiyah Nawiyah, Nawiyah Noviani, Lona Nurgraha SD, Widhi Nurul Fadilah Aswar Nuryana, Arief Osman, Isnawati Otto R. Payangan Palilingan, Richard Andreas Pandiangan, Bilson Parawansa, Dian Anggraece Sigit Payangan, Otto R. Rahman Kadir, Abdul Rahmat Mustafa Rasty Yulia Renwarin, Joseph MJ Rezky Nurbakti Riad Mustafa Riad Mustafa Ridwan Maulana, Ridwan Riesna Apramilda Riyanti, Apriani Samintang Santosa, Muhammad Hery Santosa, Sonny Sari Fitri Sari, Efti Novita Sediawan, MN Lisan Setiadi, Bekti Sidjabat, Sonya Siminto Sokid, Sokid Sonny Santosa Sri Purwati Sriyanti, Andi Hikmah Dewi St Arwini Alwy Sugiarti Sugiarti Sunarso, Budi suroso, amat SUTRISNO Sutrisno, Sutrisno Syahviyar, Mirza Syamril Tikson, Shinta Dewi Sugiharti Tri Febrina Melinda Tri Susilowati Tri Yusnanto Tusriyanto Tyahya Whisnu Hendratni Violin, Vivid Vivid Violin Wahda Wahyudi Wahyuningratna, Ratu Nadya Wandanaya, Anita Bawaiqki Windreis, Christ Wisnu Wardana, Yoga Fortuna Yohanes Totok Suyoto Yohanes Totok Suyoto Zakhra, Aminatus Zulfadli S