THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION IN BANK JATIM, SURABAYA, INDONESIA

G. Kurniawan
2017 Russian Journal of Agricultural and Socio-Economic Sciences  
Service quality dimensions are able to motivate customers in Bank Jatim Surabaya to establish a strong association with the services, which in turn is expected to provide a customer satisfaction. This study aims to analyze the influence of service quality dimensions which consist of reliability, responsiveness, and empathy towards customer satisfaction in Bank Jatim, Surabaya. This study also uses a sample of 60 respondents (customers) which further tested by using a multiple linear regression
more » ... linear regression analysis with F-test and t-test. Moreover, the results of this study indicate that the variable of reliability, responsiveness, and empathy have a positive and significant impact on customer satisfaction. While partially, the reliability, responsiveness, and empathy could give a positive and significant effect towards customer satisfaction. On the other hand, responsiveness is the variable which has the most dominant and significant effect on customer satisfaction. This means that these 3 dimensions of service quality have an important role in helping the needs and desires of customers to receive the best service.
doi:10.18551/rjoas.2017-02.19 fatcat:l6emxdlbrnhrrltx65see4ooai