PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PADA BANK BNI BULUKUMBA

Nur Atifah Hutari. 2022. The Influence of Customer Service Quality on Customer Satisfaction at BNI Bank Bulukumba Regency, supervised by Ridwan, and Nurani.
This study aims to determine the effect of Tangible, reliability, responsiveness, assurance and empathy partially and simultaneously on customer satisfaction at BNI Bank
Bulukumba Regency, as well as the most dominant variables on customer satisfaction at BNI Bank Bulukumba Regency.
The sample of this research are 100 respondents who become customers at BNI Bank Bulukumba Regency. This study used a multiple linear regression analysis method and data was collected using a questionnaire with a Likert scale.
The results of this study show that (a) the variables 'tangible', 'reliability', and 'assurance' have a positive and partially significant effect, and the variable
'responsiveness' has a positive and partially insignificant effect, while the variable 'empathy' has a negative effect. and partially insignificant to customer satisfaction at BNI
Bank Bulukumba Regency, (b) the variables 'tangible', 'reliability', 'responsiveness', 'Assurance', and 'empathy' have a positive and significant simultaneous effect on customer satisfaction at BNI Bank Bulukumba Regency, and (c) the 'Assurance' variable is the most dominant variable that
affected customer satisfaction at BNI Bank Bulukumba Regency.