PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULSELBAR JENEPONTO

Asfiana Rustam. 2022. The Effect of Service Quality on Customer Satisfaction at Bank Sulselbar Jeneponto. Supervised by Ridwan and Faisal Rizal Zainal
This study aims to determine (a) Service quality consisting of Tangible, Realibility, Responsiveness, Assurance & Empathy partially positive effect on Customer Satisfaction at Bank Sulselbar Jeneponto (b) Service quality consisting
of Tangible, Realibility, Responsiveness, Assurance & Empathy (c) the most influential variable on Customer Satisfaction at Bank Sulselbar Jeneponto Branch
The sample in this study was 100 people who were customers of Bank Sulselbar Jeneponto Branch using the Slovin formula. The study used multiple linear regression analysis method with data collection using a questionnaire with a
Likert scale.
The results showed that (a) Service quality consisting of Tangible, Realibility, Responsiveness, Assurance & Empathy partially positive and significant effect on Customer Satisfaction at Bank Sulselbar Jeneponto (b) Service
quality consisting of Tangible, Realibility, Responsiveness, Assurance & Empathy simultaneously has a positive and significant effect on Customer Satisfaction at Bank Sulselbar Jeneponto (c) Assurance variable that has the most influence on Customer Satisfaction at Bank Sulselbar Jeneponto Branch.