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Agung Wirakususma
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Decision Sciences, Operations Research & Management

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Analisis Kualitas Layanan dan Dampaknya Terhadap Kepuasan Nasabah di PT. Bank Central Asia (BCA) Sania Eka Yanti; Tombang Daulat Ni Roha Harianja; Agung Wirakususma; Mohamad Zein Saleh
Manajemen Kreatif Jurnal Vol. 2 No. 4 (2024): November: Manajemen Kreatif Jurnal
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/makreju.v2i4.3415

Abstract

In the current era, customers are more critical and intelligent in determining which bank to use so banks need to understand customer needs and preferences more deeply. Optimal service quality is one of the keys to retaining and attracting customers. The purpose of this study is to analyze service quality and its impact on BCA customer satisfaction, which is then expected to provide more insight into this matter. The research method used is qualitative with literature study data collection. The results of this study indicate that BCA's service quality is very good, but still needs to be improved, especially regarding digital services. Then, service quality can have an impact on customer satisfaction.
Co-Authors Mohamad Zein Saleh Sania Eka Yanti Tombang Daulat Ni Roha Harianja