Year: 2024
Type: article
Study design: Observational Study
Abstract: This research aims to analyze and explain the influence of service quality on customer satisfaction at Bank BPD Bali Bangli Branch. The type of data used in this research is quantitative data. Data collection in this research was carried out using one data collection technique, namely questionnaires. This research instrument was tested using validity and reliability analysis. The classical assumption tests used are normality test, heteroscedasticity test, linearity test and multicollinearity test. The analysis technique used in this research is Simple Linear Regression Analysis. From the results of data processing, it can be seen that service quality has a significant effect on customer satisfaction. This is proven based on the calculated t value of 6.446 and a significant value of 0.000 with a t table value of 1.649 and a value = 0.05, it can be concluded that the calculated t value is greater than the t table value and the significant value is smaller than the a value, then Ho is rejected and H1 is accepted, this means that there is a real (significant) influence on service quality on customer satisfaction. This means that the better the quality of service provided, the greater customer satisfaction will be. In the coefficient of determination test, it was found that service quality data influenced 95% of customer satisfaction, the remaining 5% was due to other factors. Keywords: Servuce Quality and Customer Satisfaction
Source: EKBIS (Ekonomi & Bisnis)
Institution: Politeknik Negeri Bali
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4405940306