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The Effect of Quality Service and Facilities on Customer Satisfaction Trough Emotions as Intervening Variable (Case Study at Bank BRI Sharia Madiun Indonesia)
2021
Proceedings of the 2nd International Conference on Islamic Studies, ICIS 2020, 27-28 October 2020, Ponorogo, Indonesia
unpublished
To compete with other banks, a banking company should maintain customer satisfaction. It's including service quality which is the most important thing to create customer satisfaction. Besides that, the completeness of the facility also affects customer satisfaction because the facility is one of physical evidence to achieve customer satisfaction. In addition to these factors, emotions could also affect customer satisfaction because emotion is an impersonal condition, covers underlying changes
doi:10.4108/eai.27-10-2020.2304179
fatcat:vkiedzfopfd7jfmgimj5f4cdmq