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 (Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia)
Jennifer Sujono (Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia)
Wawat Hermawati (Sekolah Tinggi Ilmu Ekonomi Cirebon, Indonesia)

Journal of Enterprise and Development (JED)
Vol. 4 No. 1 (2022): Journal of Enterprise and Development (JED)

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.