Can Service Quality Towards Banking Customer Satisfaction?
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.
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