Proceedings of the 6th International Conference on Community Development (ICCD 2019)

Analysis of Service Quality to Customer Satisfaction of ATM Services in Borneo

Authors
Dina Octaviani, Zulfahmi, Windi Pratiwi, Sigit Sugiardi, Dini Oktarika
Corresponding Author
Dina Octaviani
Available Online October 2019.
DOI
https://doi.org/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/).

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Volume Title
Proceedings of the 6th International Conference on Community Development (ICCD 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
October 2019
ISBN
978-94-6252-803-1
ISSN
2352-5398
DOI
https://doi.org/10.2991/iccd-19.2019.168How to use a DOI?
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  - https://doi.org/10.2991/iccd-19.2019.168
ID  - Octaviani2019/10
ER  -