Authors :
Muchammad Rizal Kurniawan, Halimah Rachmawati Utami, Johan Hendi Prasetyo
Volume/Issue :
Volume 5 - 2020, Issue 3 - March
Google Scholar :
https://goo.gl/DF9R4u
Scribd :
https://bit.ly/39J4FOI
Abstract :
This research was done surrounds the
customers at Private Banks Office in Jakarta
Headquarter. The researchers eager to find out how
much the impact of service quality against the customer
satisfaction. The research study method that have been
used was the descriptive method with the quantitative
approach. The sample of collecting method uses the
stratified random sampling technique with total sample
of 88 respondents. The Data analysis techniques by
using SPSS version 25.0 with the Correlation
Coefficient Test, The Determination Coefficient Test,
and Simple Linear Regression Equation to determine
the connection between The Service Quality variables
and Customer Satisfaction variables. The results
has showed that the 72.1% of customer satisfaction was
influenced by service quality, while the last of 27.9%
was affected by another variables which excluded from
this research. These means that the higher the service
quality whose offered by these Foreign Private Bank in
Jakarta Headquarter, the higher stage of customer
satisfaction was obtained.
Keywords :
Service Quality, Customer Satisfaction.
This research was done surrounds the
customers at Private Banks Office in Jakarta
Headquarter. The researchers eager to find out how
much the impact of service quality against the customer
satisfaction. The research study method that have been
used was the descriptive method with the quantitative
approach. The sample of collecting method uses the
stratified random sampling technique with total sample
of 88 respondents. The Data analysis techniques by
using SPSS version 25.0 with the Correlation
Coefficient Test, The Determination Coefficient Test,
and Simple Linear Regression Equation to determine
the connection between The Service Quality variables
and Customer Satisfaction variables. The results
has showed that the 72.1% of customer satisfaction was
influenced by service quality, while the last of 27.9%
was affected by another variables which excluded from
this research. These means that the higher the service
quality whose offered by these Foreign Private Bank in
Jakarta Headquarter, the higher stage of customer
satisfaction was obtained.
Keywords :
Service Quality, Customer Satisfaction.
