The Influence of Service Quality on Customer Satisfaction at Pt. Bank Rakyat Indonesia Unit Authority of Paal Dua Manado
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Univer Publ
Abstract
Description
The purpose of pThis research aims is todetermine the effect of tangible, reliability, responsiveness, assurance and empathy on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado. Method This research is quantitative with data analysis using multiple linear regression tests and hypothesis testing t-test and F-test with a total sample of 100 respondents with customer status inPT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado.The results of this studyshows that: (1)Tangible has a significant positive effect on customer satisfaction PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado (2) Reliability has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado (3) Responsiveness has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado, (4) Assurance has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado, (5) Empathy has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado.
Keywords
Service quality, customer satisfaction, reliability, assurance, empathy, responsiveness, tangible