Proceedings of the International Conference on Social Science 2019 (ICSS 2019)

Analysis of Service Quality towards Customer Satisfaction at Bank Rakyat Indonesia; Kediri

Authors
S Sujiono, A Artono, N Purnamaningsih
Corresponding Author
S Sujiono
Available Online November 2019.
DOI
https://doi.org/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/).

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Volume Title
Proceedings of the International Conference on Social Science 2019 (ICSS 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
November 2019
ISBN
978-94-6252-839-0
ISSN
2352-5398
DOI
https://doi.org/10.2991/icss-19.2019.29How 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  - 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  - https://doi.org/10.2991/icss-19.2019.29
ID  - Sujiono2019/11
ER  -