Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch
The quality of service provides encouragement to customers, to establish a strong bond with the company. Such a bond in the long term allows the company to carefully understand the expectations of customers and their needs so that the company can increase customer satisfaction where the company maxi...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Indonesian Institute for Counseling, Education and Therapy (IICET)
2023-06-01
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| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| Subjects: | |
| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/1758 |
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| _version_ | 1832584662327754752 |
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| author | Berno Benigno Mitang Emilia Khristina Kiha |
| author_facet | Berno Benigno Mitang Emilia Khristina Kiha |
| author_sort | Berno Benigno Mitang |
| collection | DOAJ |
| description | The quality of service provides encouragement to customers, to establish a strong bond with the company. Such a bond in the long term allows the company to carefully understand the expectations of customers and their needs so that the company can increase customer satisfaction where the company maximizes a pleasant customer experience and minimizes the customer experience that is less pleasant. The purpose of this research is to find out how to analyze the quality of service to determine customer satisfaction at the PT. Bank Republik Indonesia Kefamenanu Branch, and in this study we used Multiple Regression Analysis. The test results revealed that the quality of service had a limited impact on customer satisfaction. The coefficient of determination (R2) shows that the quality of service contributes 0.643, or 64.3%, to customer satisfaction, with the remaining 52.8% coming from other factors not studied in this study. |
| format | Article |
| id | doaj-art-7ecc6c70556f4c63a3b7ec0656b22f6f |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2023-06-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-7ecc6c70556f4c63a3b7ec0656b22f6f2025-01-27T12:24:49ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032023-06-019298098710.29210/0202317581388Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branchBerno Benigno Mitang0Emilia Khristina Kiha1Timor UniversityTimor UniversityThe quality of service provides encouragement to customers, to establish a strong bond with the company. Such a bond in the long term allows the company to carefully understand the expectations of customers and their needs so that the company can increase customer satisfaction where the company maximizes a pleasant customer experience and minimizes the customer experience that is less pleasant. The purpose of this research is to find out how to analyze the quality of service to determine customer satisfaction at the PT. Bank Republik Indonesia Kefamenanu Branch, and in this study we used Multiple Regression Analysis. The test results revealed that the quality of service had a limited impact on customer satisfaction. The coefficient of determination (R2) shows that the quality of service contributes 0.643, or 64.3%, to customer satisfaction, with the remaining 52.8% coming from other factors not studied in this study.https://jurnal.iicet.org/index.php/jppi/article/view/1758quality of service, customer satisfaction |
| spellingShingle | Berno Benigno Mitang Emilia Khristina Kiha Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch JPPI (Jurnal Penelitian Pendidikan Indonesia) quality of service, customer satisfaction |
| title | Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch |
| title_full | Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch |
| title_fullStr | Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch |
| title_full_unstemmed | Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch |
| title_short | Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch |
| title_sort | analysis of public service cauldron on customer satisfaction at bank republik indonesia kefamenanu branch |
| topic | quality of service, customer satisfaction |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/1758 |
| work_keys_str_mv | AT bernobenignomitang analysisofpublicservicecauldrononcustomersatisfactionatbankrepublikindonesiakefamenanubranch AT emiliakhristinakiha analysisofpublicservicecauldrononcustomersatisfactionatbankrepublikindonesiakefamenanubranch |