THE EFFECT OF CUSTOMER SERVICE QUALITY ON CUSTOMER SATISFACTIONAT PT BANK SUMUT KCP KAMPUNG PAJAK
Abstrak
This study aims to investigate the impact of customer service quality on customer satisfaction levels at PT Bank Sumut KCP Kampung Pajak. In the midst of increasingly tight competition in the banking sector, service quality is a vital element to maintain and improve customer satisfaction. A survey conducted on 99 respondents showed that most customers were satisfied with the performance of staff and services provided by the bank. The findings of the study indicate a positive relationship between customer service quality and customer satisfaction levels. Satisfactory service, which includes friendly staff attitudes, speed in serving, and adequate facilities, has a significant contribution to customer satisfaction. These findings highlight how important it is for PT Bank Sumut KCP Kampung Pajak to continue to strive to improve and maintain service quality in order to maintain customer loyalty and strengthen their position in the banking industry.Referensi
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Lincincia, B., Tinneke, K., & Tumbel, M. (2022). The Influence of Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction of PT. Bank Rakyat Indonesia (BRI) Unit Tateli. Jurnal Productivity , 3 (3), 271–278.
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Mukuan, IMA, Tamengkel, SLF, & Mukuan, DD . (2022). The Influence of Service Quality on Customer Satisfaction of PT. Bank Danamon Indonesia, Tbk. Ranotana Branch. Journal of Economic, Business and Accounting (COSTING) , 3 (1), 98–105.
Rusmawati, Y. (2018). of 194.656. Partially, the reliability indicator has a significant effect with a significance result of 0.000 and t . XIX , 1092–1100.
Saputra, R. Ben, & Alwie, A. pURWANTI. (2015). Customers Towards Customer Loyalty at PT. Bank Riau Kepri Siak Branch. The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at PT. Bank Kepri Siak Branch , VII (2), 285–294.
Sila, I., Purwati, & Yusi, S. (2021). Analysis of Customer Satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk. Kayuagung Branch. Journal of Applied Economics, Management and Business , 1 (4), 189–197. http://jurnal.polsri.ac.id/index.php/jtiemb
Subagja, AD (2019). The Influence of Customer Service Quality on Customer Satisfaction at Bank BJB Subang Branch. IJD International Journal of Demos , 1(02) (2), 150. http://repository.uhn.ac.id/handle/123456789/2578%0Ahttp://repository.uhn.ac.id/bitstream/handle/123456789/2578/Meta Veronika Nainggolan.pdf?sequence=1
In, N., Bri, B., & Mandrehe, U. (2024). PenKoMi Journal: Education & Economic Studies . 7 (1), 249–254.
Edwin, G., Gabriel, O., & Agung, H. (2019). Analysis of the Influence of Service Quality on Customer Satisfaction Staying at Four Virtual Hotel Operators in Surabaya. Journal of Indonesian Tourism, Hospitality and Recreation , 2 (2), 145–153.
Guspul, A. (2014). The Influence of Service Quality and Trust on Customer Satisfaction (Case Study on Customers of Kospin Jasa Wonosobo Branch). Jurnal PPKM UNSIQ I , Vol.1 (No.1), PP.40-54.
Iffan, M., Santy, RD, & Radiaswara, R. (2018). The Influence of Process and Physical Evidence on Consumer Satisfaction at Hotel Santika Bandung. JURISMA: Journal of Business & Management Research , 8 (2). https://doi.org/10.34010/jurisma.v8i2.1003
Iriansyah, Y., Rachmadhani, MM, & Nur, MA (2023). Analysis of Service Quality on Customer Satisfaction of Sriwijaya Air Yasir Airlines. Industrial Engineering Journal – System , 01 (2), 1–15.
Jayengsari, R., Yunita, R., & Maloka, S. (2021). The Influence of Customer Service Quality on Customer Satisfaction at Bank Bjb Kcp Cipanas. Ar-Rihlah: Journal of Islamic Finance and Banking , 1 (1), 11. https://doi.org/10.35194/arps.v1i1.1291
Lincincia, B., Tinneke, K., & Tumbel, M. (2022). The Influence of Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction of PT. Bank Rakyat Indonesia (BRI) Unit Tateli. Jurnal Productivity , 3 (3), 271–278.
Marlius, D., & Putriani, I. (2020). Customer Satisfaction of PT. Bank Rakyat Indonesia Unit Tapan Painan Branch Viewed from the Quality of Customer Service. Pundi Journal , 3 (2), 111. https://doi.org/10.31575/jp.v3i2.151
Mukuan, IMA, Tamengkel, SLF, & Mukuan, DD . (2022). The Influence of Service Quality on Customer Satisfaction of PT. Bank Danamon Indonesia, Tbk. Ranotana Branch. Journal of Economic, Business and Accounting (COSTING) , 3 (1), 98–105.
Rusmawati, Y. (2018). of 194.656. Partially, the reliability indicator has a significant effect with a significance result of 0.000 and t . XIX , 1092–1100.
Saputra, R. Ben, & Alwie, A. pURWANTI. (2015). Customers Towards Customer Loyalty at PT. Bank Riau Kepri Siak Branch. The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at PT. Bank Kepri Siak Branch , VII (2), 285–294.
Sila, I., Purwati, & Yusi, S. (2021). Analysis of Customer Satisfaction at PT Bank Rakyat Indonesia (Persero) Tbk. Kayuagung Branch. Journal of Applied Economics, Management and Business , 1 (4), 189–197. http://jurnal.polsri.ac.id/index.php/jtiemb
Subagja, AD (2019). The Influence of Customer Service Quality on Customer Satisfaction at Bank BJB Subang Branch. IJD International Journal of Demos , 1(02) (2), 150. http://repository.uhn.ac.id/handle/123456789/2578%0Ahttp://repository.uhn.ac.id/bitstream/handle/123456789/2578/Meta Veronika Nainggolan.pdf?sequence=1
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