Pengaruh Tangibility, Reliability, Responsiveness, Assurance, Emphaty Dan Image Terhadap Customer Satisfactionpada PT. Bank Central Asia (Bca) Di Surabaya

  • Christin Verarika Universitas Airlangga


This study aims to determine and analyze the effect of service quality, namely; tangible, reliability, responsiveness, assurance, empathy and image on customer satisfaction PT. Bank Central Asia (BCA) in Surabaya. This type of research is basic research using 6 research variables, namely tangibility, reliability, responsiveness, assurance, empathy and image. This study uses primary data by distributing questionnaires online. The sample used in this study were 320 respondents. While the data processing method in this study uses the IBM SPSS Statistic 24 software to test the validity and reliability test. While the method used for data processing is the SEM (Structural Equation Modeling) method with IBM AMOS 22.0 software to perform model tests (measurement models and structural models) and hypothesis testing. The results showed that the variables Tangibility, Assurance, Emphaty and Image have a significant positive relationship to Customer Satisfaction. Meanwhile, the Reliability and Responsiveness variables have a positive and insignificant relationship with Customer Satisfaction.

Keywords: service quality, customer satisfaction, image,banking service quality.


Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks:the moderating role of price. International Journal of Bank Marketing.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector. International Journal of Quality & Reliability Management.
Kant, R., & Jaiswal, D. (2016). The impact of perceived service quality dimensions on customer satisfaction. An empirical study on public sector banks in India , 411
Hayati, R. (2019, November 18). Pengertian Penelitian Dasar, Macam, Ciri, dan Cara Menulisnya. Diambil kembali dari Penelitian ilmiah:
Sarwono, J. (t.thn.). Teori Sem (Structural Equation Model). Diambil kembali dari Jonathan Sarwono info:
Sitanggang, L. M. (2020, February 26). Bank besar makin gahar mendorong pertumbuhan rekening. Diambil kembali dari
Keuangan kontan: pertumbuhan-rekening
Wahyono, B. (2013). Definisi dan Pengertian Structural Equation Modeling (SEM) Diambil kembali dari pendidikan ekonomi: structural.html
Koenaifi, H. (2020). Konsisten Tawarkan Service Excellence, BCA Raih Dua Penghargaan dari Infobank. Diambil kembali dari Tentang BCA: bca/korporasi/kafe-bca/berita- pers/2020/03/12/02/23/konsisten-tawarkan-service- excellence-bca-raihdua- penghargaan-dari-infobank
Setiaatmadja, J. (2019, June 27). BCA Kembali Raih Penghargaan Bank Terbaik di Indonesia dan Asia. Retrieved from Tentang BCA: bca/korporasi/siaran-pers/2019/07/01/04/27/bca-kembali-raih-penghargaan-bank- terbaik-di- indonesia-dan-asia
Setiawan, K. (2019). BCA Ungkap Penyebab Layanan Mobile Banking Bermasalah Kemarin . Retrieved from Bisnis Tempo: ungkap-penyebab-layanan-mobile- banking-bermasalah-kemarin
Al-hawari, M.A. (2015), How the personality of retail bank customers interferes with the relationship between service quality and loyalty, International Journal of Bank Marketing.
Ananth, A., Ramesh, R. and Prabaharan, B. (2011), Service quality gap analysis in private sector banks a customer perspective”, Indian Journal of Commerce and Management Studies
Akturan, U. and Tezcan, N. (2012), Mobile banking adoption of the youth market: perceptions and intentions”, Marketing Intelligence and Planning
Eriksson, K. and Nilsson, D. (2007), Determinants of the continued use of self-service technology: the case of internet banking, Technovation
Ganguli, S. and Roy, S.K. (2010), “Generic technology-based service quality dimensions in banking: impact on customer satisfaction and loyalty”, International Journal of Bank Marketing
Gera, R. (2011), Modelling the service antecedents of favourable and unfavourable behaviour intentionsinlifeinsuranceservicesinIndia:anSEMstudy, International Journal of Quality and Service Sciences
Gera, R. (2011), Modelling the service antecedents of favourable and unfavourable behaviour intentionsinlifeinsuranceservicesinIndia:anSEMstudy, International Journal of Quality and Service Sciences
Kotler, P. and Keller, K.L. (2013), Marketing Management, 14th ed., Pearson Education Inc., Upper Saddle River, NJ
Narteh, B. (2013a), “Service quality in automated teller machines: an empirical investigation, Managing Service Quality
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing
Khare, A. (2011), “Customers’ perception and attitude towards service quality in multinational banks in India”, International Journal of Services and Operations Management
Krishnamurthy, R., SivaKumar, M.A.K. and Sellamuthu, P. (2010), Influence of service quality on customer satisfaction: application of SERVQUAL model, International Journal of Business and Management
Abstract viewed = 106 times
pdf downloaded = 82 times