Analysis of Service Quality towards Customer Satisfaction at Bank Rakyat Indonesia; Kediri
- DOI
- 10.2991/icss-19.2019.29How to use a DOI?
- Keywords
- comfort; customer satisfaction; facilities and infrastructure; service quality
- Abstract
The banking industry; as an economic sector grow rapidly among the development of communication and information technology. With the convenience obtained by customers; competition between banks is getting tighter and more competitive. Therefore; banks are required to provide maximum service quality to maintain satisfaction from their customers. The problem formulation in this research is (1) How is the influence of service variables on the level of customer satisfaction? (2) How does the variable quality of service affect the level of customer satisfaction simultaneously? (3) Which variable is the most dominant that affects customer satisfaction? The population in this study were customers of the Bank Rakyat Indonesia Kediri while the respondents in this study were 30 people. The sampling method is accidental sampling technique; which is random sampling at the time of observation. The analysis used in this study is quantitative analysis. The type of data used is primary data. The analytical method of this study is multiple regression analysis. The results showed that the variables on time (X1); facilities and infrastructure (X2); and convenience (X3) had a positive and significant impact on customer satisfaction at PT. Bank Rakyat Indonesia ; Kediri .
- 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 - S Sujiono AU - A Artono AU - N Purnamaningsih PY - 2019/11 DA - 2019/11 TI - Analysis of Service Quality towards Customer Satisfaction at Bank Rakyat Indonesia; Kediri BT - Proceedings of the International Conference on Social Science 2019 (ICSS 2019) PB - Atlantis Press SP - 1058 EP - 1064 SN - 2352-5398 UR - https://doi.org/10.2991/icss-19.2019.29 DO - 10.2991/icss-19.2019.29 ID - Sujiono2019/11 ER -