Analysis of Service Quality to Customer Satisfaction of ATM Services in Borneo
- DOI
- 10.2991/iccd-19.2019.168How to use a DOI?
- Keywords
- Service quality, customer satisfaction
- Abstract
The purpose of this research is to determine the quality of ATM care services to the satisfaction of customers who use ATM maintenance services. and determine the service model for ATM maintenance services that can provide satisfaction to customers. The research method uses quantitative and descriptive analysis. Quantitative analysis is a process of finding knowledge that uses data in the form of numbers as a tool to analyze information about what you want to know and descriptive analysis is an analysis carried out to assess the characteristics of a data. Research variables are service quality and level of satisfaction of customers who use ATM maintenance services. Methods of collecting data using primary data obtained directly by distributing questionnaires to a number of respondents, namely banks - ATM maintenance service users. Data analysis uses multiple linear regression analysis. From the calculation results, the correlation between service quality and customer satisfaction is 0.825. While for the relationship between service quality variables with significant customer satisfaction or can not be seen from the probability number (sig) of 0.00 which is smaller than 0.05. The provision says if the probability number is <0.05 then there is a significant relationship between the two verbs
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Dina Octaviani AU - Zulfahmi AU - Windi Pratiwi AU - Sigit Sugiardi AU - Dini Oktarika PY - 2019/10 DA - 2019/10 TI - Analysis of Service Quality to Customer Satisfaction of ATM Services in Borneo BT - Proceedings of the 6th International Conference on Community Development (ICCD 2019) PB - Atlantis Press SP - 638 EP - 640 SN - 2352-5398 UR - https://doi.org/10.2991/iccd-19.2019.168 DO - 10.2991/iccd-19.2019.168 ID - Octaviani2019/10 ER -