Banking servqual analysis of customer satisfaction (case study at Ambon branch BRI bank in Ambon City)

Haris Salampessy; Ahmad Tuhelelu; Indra Wahyudi; Ma Chairul Basrun Umanailo

Banking servqual analysis of customer satisfaction (case study at Ambon branch BRI bank in Ambon City)

Closed

Haris Salampessy, Ahmad Tuhelelu, Indra Wahyudi, Ma Chairul Basrun Umanailo

2020 Proceedings of the International Conference on Industrial Engineering and Operations Management Issue March Conference paper Cited by 1

Abstract

The purpose of this study is to analyze the quality of service (servqual) among others empirically testing the influence of Tangible, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction. The population in this study is BRI Ambon Branch customers in Ambon City. The sampling method used was purposive sampling with a total sample of 91 people to be studied. The analytical tool used is a Multiple Linear Regression. The results showed that the significant influence between Tangible on Customer Satisfaction, Reliability on Customer Satisfaction, Responsiveness on Customer Satisfaction, Assurance on Customer Satisfaction and Empathy on Customer Satisfaction either simultaneously or partially. © IEOM Society International.

Affiliations

Universitas Darussalam, Maluku, 97128, Indonesia; Department of Sociology, Faculty of Social and Political Sciences, Brawijaya University, East Java, Indonesia