Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PT. BCA Finance Cabang Bukit Tinggi

  • Dasep Suryanto Sekolah Tinggi Ilmu Ekonomi Haji Agus Salim Bukittinggi

Abstract

Banking business is a service business that is based on the principle of trust so that the quality of service issues is a very decisive factor in the success of businesses managed by the company. The purpose of this study was to determine the effect of service quality on customer satisfaction at PT. BCA Finance Bukittinggi Branch. The sample was taken by researchers as many as 150 respondents who were customers of PT. BCA Finance Bukittinggi Branch, the analysis technique used in the study used Regression analysis. The results of this study indicate that: 1) Service Quality with dimensions of Physical Evidence, Reliability, Responsive Capability, Assurance and Empathy has a positive and significant influence on customer satisfaction. From the results of this study, it was suggested to the management of PT. BCA Finance Bukittinggi Branch to conduct periodic evaluations and research to improve service quality, especially in terms of Physical Evidence and Responsiveness to provide training in direct contact with customers, so as to minimize customer complaints and increase customer satisfaction. 

Keywords: Service Quality, Customer Satisfaction

References

Bowen, J.T. & Chen, S.L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management 13(5): 213-217.

Ghozali, I. (2008). Model Persmaan Struktural : Konsep dan Aplikasi dengan Program AMOS 16.0. Semarang: Badan Penerbit Universitas Diponegoro.

Kasmir. (2002). Dasar-dasar Perbankan. Jakarta: Rajawali Pers.

Kotler, P. dan Keller, K.L. (2007). Manajemen Pemasaran. Jilid 1 dan 2. Jakarta: PT Indeks.

Parasuraman, A., Zethaml. V.A., and Berry, L. (1988). SERQUAL: Multiple-item scale or Measuring consumer Perceptions of Service Quality, Journal of Retailing. 64(1):12-40.

Siddiqi, K.O. (2011). Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, 6 (3) : 12 -36

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta. 102.

Tjiptono, F. (2008). Manajemen Jasa. Edisi Keempat. Yogyakarta: Andi Offet.
Published
2019-04-03
How to Cite
Suryanto, D. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PT. BCA Finance Cabang Bukit Tinggi. COSTING : Journal of Economic, Bussines and Accounting, 2(2), 236-247. https://doi.org/https://doi.org/10.31539/costing.v2i2.566
Abstract viewed = 30 times
PDF downloaded = 30 times