The Influence Of Service Quality Customer Service On Customer Satisfaction At PT. Bank Negara Indonesia (Persero) Tbk Jember Branch

Abstract

This study entitled "The Influence of Service Quality Customer Service Against Customer Satisfaction at PT. Bank Negara Indonesia (Persero) Tbk Jember Branch”. This study aims to determine and analyze the effect of service quality which consists of tangibles, reliability, responsiveness, assurance and empathy partially and simultaneously on customer satisfaction. This type of research is quantitative research. The population in this study were customers of Bank BNI Jember Branch who had made transactions with customer service. The sample used was 60 respondents with the sampling technique namely purposive sampling. The data processing method in this study uses the data instrument test analysis method, classic assumption test, multiple linear regression, coefficient of determination, and hypothesis testing (F test and t test) with the help of SPSS 25. The results showed that the variables of tangibles, reliability, responsiveness, assurance and empathy simultaneously had a significant effect on customer satisfaction at Bank BNI Jember Branch. Partially the variables of tangible, assurance and empathy have a significant effect on customer satisfaction of Bank BNI Jember Branch, while the variables of reliability and responsiveness partially have no significant effect on customer satisfaction of Bank BNI Jember Branch.