Authors:

Hendra Sanjaya Kusno, Muhammad Zihad Al Qaushar, RAMLI RAMLI, Novitasari Eviyanti

Abstract:

“The purpose of this study is to determine the effect of service quality consisting of tangibility, reliability, responsiveness, assurance, and empathy on customer satisfaction simultaneously and partially. The method used is a quantitative method. The population in this study are the customers of the Ronabasa Rural Bank, Balikpapan Head Office. The sample in this study used incidental sampling technique. The population in this study was 1744 customers with a total sample of 94 samples obtained from the slovin formula. The results of hypothesis testing prove that service quality which consists of tangibility, reliability, responsiveness, assurance, and empathy simultaneously affects customer satisfaction. Tangibility partially has a positive and significant effect on customer satisfaction, reliability partially has a positive and significant effect on customer satisfaction, partially responsiveness has no effect on customer satisfaction, assurance partially has a positive and significant effect on customer satisfaction, and empathy partially has a positive and significant effect to customer satisfaction.”

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PDF:

https://jurnal.harianregional.com/bse/full-92325

Published

2023-07-24

How To Cite

KUSNO, Hendra Sanjaya et al. APAKAH KUALITAS PELAYANAN MEMPENGARUHI KEPUASAN NASABAH?.Buletin Studi Ekonomi, [S.l.], p. 142-152, july 2023. ISSN 2580-5312. Available at: https://jurnal.harianregional.com/bse/id-92325. Date accessed: 28 Aug. 2025. doi:https://doi.org/10.24843/BSE.2023.v28.i02.p03.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME.28.NO.02.TAHUN.2023

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License