Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan
Vol. 2 No. 6 (2024): DESEMBER : Maeswara : Jurnal Riset Ilmu Manajemen dan Kewirausahaan

The Literature Review of Service Quality on Customer Satisfaction in Indonesian Banks

Daffa Quthbir Robani (Unknown)
Daffa Dwi Saputra (Unknown)
Yoga Aditiya Pratama (Unknown)
Mohamad Zein Saleh (Unknown)

Article Info

Publish Date
13 Dec 2024

Abstract

Service quality is a crucial element in determining the level of customer satisfaction in the banking sector. This study aims to analyze the relationship between service quality and customer satisfaction in Indonesian banks. The main focus lies on how banks are able to create quality services to maintain customer loyalty. This article uses the literature review method to identify factors that influence service quality, strategies implemented, and perceived benefits. The results show that service quality has a significant effect on the level of customer satisfaction. Service improvement strategies such as technology development, employee training, and effective communication are the keys to success.

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Journal Info
Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan
Website

Abbrev

Maeswara

Publisher

Asosiasi Riset Ilmu Manajemen dan Bisnis Indonesia

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Human Resource Management, Financial Management, Marketing Management, Public Sector Management, Operations Management, Supply Chain Management, Corporate Governance, Business Ethics, Management Accounting and Capital Markets and ...