The reaction towards Customer Satisfaction through the Service Quality Variable at Foreign Private Banks in Jakarta Headquarter

Authors : Muchammad Rizal Kurniawan, Halimah Rachmawati Utami, Johan Hendi Prasetyo

Volume/Issue : Volume 5 - 2020, Issue 3 - March

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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.


Paper Submission Last Date
30 - April - 2024

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