THE INFLUENCE OF BANKING SERVICE QUALITY ON BANK CUSTOMER SATISFACTION IN SURAKARTA CITY

Authors

  • Galih Wisnu Wardhana

Keywords:

customer satisfaction, effectiveness and assurance, access, price, tangible, service, portfolios, and reliability.

Abstract

Customer satisfaction is an important aspect that needs to be considered in managing the banking services industry. The bank industry that is able to provide customer satisfaction will be able to compete with other similar industries. This study aims to analyze the effect of effectiveness and assurance, access, price, tangible, service portfolios, and reliability on Bank Rakyat Indonesia (BRI) Customer Satisfaction in Surakarta. This study involved 100 BRI customers as respondents. The selection of respondents uses incidental sampling techniques. This study reveal that effectiveness and assurance, process, price, tangible, and reliability have a positive effect on bank customer satisfaction. Meanwhile, the service portfolio shows that there is no influence on customer satisfaction. Also, simultaneously the variables of effectiveness and assurance, access, price, tangible, service portfolio, and reliability affect customer satisfaction in the BRI of Surakarta City. This study has implications for banking practitioners in improving the quality of bank services.

Downloads

Published

2020-04-30

How to Cite

Wardhana, G. W. . (2020). THE INFLUENCE OF BANKING SERVICE QUALITY ON BANK CUSTOMER SATISFACTION IN SURAKARTA CITY. The Journal of Contemporary Issues in Business and Government, 26(1), 235–244. Retrieved from https://cibgp.com/au/index.php/1323-6903/article/view/221

Issue

Vol. 26 No. 1 (2020): The journal of contemporary issues in business and government

Section

Articles

License

You are free to:

  1. Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
  2. Adapt — remix, transform, and build upon the material for any purpose, even commercially.
  3. The licensor cannot revoke these freedoms as long as you follow the license terms.

Under the following terms:

  1. Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
  2. No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

Notices:

You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .

No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.