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All Journal Journal of Enterprise and Development (JED)
Sujono, Jennifer
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Economics, Econometrics & Finance

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Does customer service quality influence customer decision making process to use bank plan savings product? a study at Bank Mandiri Cirebon Siliwangi Branch Suwandi, Suwandi; Sujono, Jennifer; Hermawati, Wawat
Journal of Enterprise and Development (JED) Vol. 4 No. 1 (2022): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v4i1.4783

Abstract

Purpose — To determine the effect of customer service quality on customer decision to use bank plan savings of Bank Mandiri Cirebon Siliwangi branch.Research method — This study used a quantitative approach with a simple linear regression analysis technique. The research data is processed by statistical software. Samples in this study were 91 respondents with probability sampling using a simple random sample technique.Result — The findings indicated that customer service quality has a significant influence to customer decision in using bank plan savings of Bank Mandiri Cirebon Siliwangi Branch. In addition, this study also discovered that customer service quality has a contribution of 27.8% to the customer's decision to use the bank product, while the remaining 72.7% is influenced by other factors which is not examined by the author.
Does customer service quality influence customer decision making process to use bank plan savings product? a study at Bank Mandiri Cirebon Siliwangi Branch Suwandi, Suwandi; Sujono, Jennifer; Hermawati, Wawat
Journal of Enterprise and Development (JED) Vol. 4 No. 1 (2022): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20414/jed.v4i1.4783

Abstract

Purpose — To determine the effect of customer service quality on customer decision to use bank plan savings of Bank Mandiri Cirebon Siliwangi branch.Research method — This study used a quantitative approach with a simple linear regression analysis technique. The research data is processed by statistical software. Samples in this study were 91 respondents with probability sampling using a simple random sample technique.Result — The findings indicated that customer service quality has a significant influence to customer decision in using bank plan savings of Bank Mandiri Cirebon Siliwangi Branch. In addition, this study also discovered that customer service quality has a contribution of 27.8% to the customer's decision to use the bank product, while the remaining 72.7% is influenced by other factors which is not examined by the author.
Co-Authors Hermawati, Wawat Suwandi Suwandi