Can Service Quality Towards Banking Customer Satisfaction?

  • Sherry Adelia Universitas Muhammadiyah Makassar
  • Nasrullah Nasrullah Universitas Muhammadiyah Makassar
  • Hikmawati Agus Universitas Muhammadiyah Makassar
Keywords: Customer Satisfaction, Reliability, Responsiveness, Assurance, Empathy, Responsibility

Abstract

This study examines and examines the effect of service quality on customer satisfaction at Pada Bank BRI Makassar. Research data were collected using a questionnaire with a Likert scale. The data obtained were then analyzed using descriptive and inferential statistical analysis, namely t-test and one-way ANOVA at a significance level of 5 percent with processing using SPSS-21. The results showed that the variables of reliability, responsiveness, assurance, empathy, and tangible partially and simultaneously significantly affected customer satisfaction at PT. Bank BRI Makassar. The scientific facts found in this study indicate that responsiveness is the dominant variable that significantly influences customer satisfaction at PT. BRI Makassar. This result of our study proves that reliability, responsiveness, assurance, empathy, and tangibles contribute to customer satisfaction and illustrate that customers need tangible evidence of information and service quality to get satisfaction and have implications for their loyalty.

References

Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International journal of bank marketing.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction. International Journal of Islamic and Middle Eastern Finance and Management.
Culiberg, B., & Rojšek, I. (2010). Identifying service quality dimensions as antecedents to customer satisfaction in retail banking. Economic and business review, 12(3), 151-166.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector. International Journal of Quality & Reliability Management.
Firdous, S., & Farooqi, R. (2017). Impact of internet banking service quality on customer satisfaction. Journal of Internet Banking and Commerce, 22(1).
Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International journal of bank marketing.
Herington, C., & Weaven, S. (2009). E‐retailing by banks: e‐service quality and its importance to cus-tomer satisfaction. European journal of marketing.
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer sat-isfaction. International Journal of Bank Marketing.
Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences (PJCSS), 8(2), 331-354.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and custom-er satisfaction. EuroMed Journal of Business.
Lee, M. C., & Hwan, S. (2005). Relationships among service quality, customer satisfaction and prof-itability in the Taiwanese banking industry. International journal of management, 22(4), 635.
Moghavvemi, S., Lee, S. T., & Lee, S. P. (2018). Perceived overall service quality and customer satis-faction. International Journal of Bank Marketing.
Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing.
Rahman, M. S., Khan, A. H., & Haque, M. M. (2012). A conceptual study on the relationship between service quality towards customer satisfaction: Servqual and Gronroos's service quality model perspective. Asian Social Science, 8(13), 201.
Ramachandran, A., & Chidambaram, V. (2012). A review of customer satisfaction towards service quality of banking sector. Periodica Polytechnica Social and Management Sciences, 20(2), 71-79.
Selvakumar, J. J. (2015). Impact of service quality on customer satisfaction in public sector and pri-vate sector banks. PURUSHARTHA-A journal of Management, Ethics and Spirituality, 8(1), 1-12.
Subashini, R. (2016). A review of service quality and customer satisfaction in banking services: Global scenario. The Journal of Internet Banking and Commerce.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International journal of bank marketing.
Published
2021-06-13
Section
Artikel