PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (CUSTOMER EXPERIENCE) DI BANK BUMN KANTOR CABANG MIKRO AREA SAMARINDA

Jurnal Paradigma (JP)

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Title PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (CUSTOMER EXPERIENCE) DI BANK BUMN KANTOR CABANG MIKRO AREA SAMARINDA
 
Creator Widyaningrum, Rosy
Masjaya, Masjaya
Noor, Muhammad
 
Description This study aims to analyze and determine the effect of service quality on customer satisfaction at Bank Mandiri Branch Office Micro Unit Palaran. The sample in this study were 92 customers of Mandiri Branch Office Micro Palaran Unit who were randomly assigned using a purposive sampling technique and then analyzed the data obtained using quantitative data analysis. The results showed that there is a significant influence between service quality on customer satisfaction of service users of Bank Mandiri Mikro Unit Palaran. The influence of service quality variables on customer satisfaction at Bank Mandiri Mikro Unit Palaran is negative. This means that the higher and better the quality of service provided by Bank Mandiri Mikro Unit Palaran, the higher customer satisfaction, and customers are less satisfied with the quality of service provided by frontline staff or Bank officers.Keywords: Service Quality, Customer Satisfaction
 
Publisher Magister Administrasi Publik Universitas Mulawarman
 
Contributor
 
Date 2021-01-27
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://e-journals.unmul.ac.id/index.php/JParadigma/article/view/5051
10.30872/jp.v9i2.5051
 
Source Jurnal Paradigma (JP); Vol 9, No 2 (2020): JURNAL PARADIGMA; 99-108
2615-3394
2252-4266
10.30872/jp.v9i2
 
Language eng
 
Relation http://e-journals.unmul.ac.id/index.php/JParadigma/article/view/5051/pdf_1
 
Rights Copyright (c) 2021 Jurnal Paradigma (JP)
http://creativecommons.org/licenses/by-nc-nd/4.0
 

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