Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Manajemen dan Pemasaran
Amirotul
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK MUAMALAT KC SURABAYA DARMO Amirotul; Nurul fatma hasan
Jurnal Manajemen dan Pemasaran Vol. 2 No. 1 (2023): Edisi Agustus 2023
Publisher : Universitas Haji Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51771/jumper.v2i1.637

Abstract

In an increasingly competitive banking industry, banks are trying to increase customer satisfaction. In order for customers to transact calmly, banks need to carry out service activities that satisfy customers, such as facilities, polite and fast responses, ethics and courtesy. The purpose of this study was to determine the effect of credibility, responsiveness, certainty, empathy, and direct evidence on customer satisfaction at Bank Muammarat KC Surabaya Darmo. Quantitative research is used in this type of research. The data analysis technique used is plausibility test, reliability test, classic hypothesis test, multiple regression analysis, correlation coefficient, coefficient of determination (R2), and hypothesis testing. Based on the results of the subtest survey, at Bank Muamalat KC Surabaya Darmo, trust, responsiveness, security, and empathy have no effect on customer satisfaction, while direct evidence has a positive effect on customer satisfaction. Simultaneous testing found that service quality simultaneously influences customer satisfaction at Bank Muammarat KC Darmo Surabaya. Keywords : Service Quality and Customer Satisfaction
Co-Authors Nurul Fatma Hasan