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AR, Yazid
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Agriculture, Biological Sciences & Forestry Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

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ANALISIS PENGARUH JASA LAYANAN TERHADAP KEPUASAN NASABAH: Bukti Empiris Pada PT. Bank Aceh Syariah Kota Banda Aceh AR, Yazid; Musrizal, Musrizal; Hismendi, Hismendi
Jurnal Sains Riset Vol 12, No 3 (2022): November 2022
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat (LPPM) Universitas Jabal Ghafur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47647/jsr.v12i3.896

Abstract

This research is intended to analyze the effect of service on the level of customer satisfaction at PT. Bank Aceh in Banda Aceh City in terms of the dimensions of physical evidence, reliability, responsiveness, assurance and empathy. This study uses primary data for the period 2021. The analytical method used is Ordinary Least Square (OLS). The results showed that the variables of physical evidence, reliability, responsiveness and assurance had a positive effect on customer satisfaction. For that researchers expect the management of PT. Bank Aceh pays attention to customer satisfaction as a response to experiences related to the products or services provided. Emotional responses are stimulated by cognitive evaluative processes in which perceptions (beliefs) of an object, action, or condition are compared with one's values (needs, wants, desires).Keywords:     service, tangible, reliability, responsiveness, assurance and empathy
Co-Authors Hismendi, Hismendi Musrizal, Musrizal