Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Jateng Kantor Cabang Pembantu Majapahit

Abstract

The era of globalization has contributed quite a lot. This has experienced developments for the banking industry. so that there are many ways to survive so as not to lose out in competition. One of them is the quality of service to customers is very important because for customers to feel satisfaction in service. must continue to use various ways to attract the attention of customers. The problem to be discussed by researchers is the effect of service quality on customer satisfaction of Bank Jateng Branch Office Majapahit. By knowing the purpose to find out about the quality of service which consists of dimensions of customer satisfaction. This data collection method is primary and secondary data through observation or observations, interviews, questionnaires and literature study. This sample uses non-probability sampling and takes a sample of 40 respondents. The analytical method used is descriptive qualitative by using the Customer Satisfaction Index (CSI). The results of this research are service quality based on five tangible dimensions, reliability, responsibility, assurance and empathy which affect customer satisfaction in Bank Jateng Branch Office Majapahit.