Abstract
Today's intense competition among banks encourages each bank to pay attention to customer needs, wants, and demands, which can be used as a marketing strategy to increase customer satisfaction. This research aims to examine the influence of core service quality and peripheral service quality on customer satisfaction. The population in this research is all 1,082 Bank BNI Persero Cikijing customers. The sample in this research was 100 customers taken using the accidental sampling technique. The data analysis method used is multiple linear regression analysis using SPSS version 21 software. The results of this research show that core service quality and peripheral service quality have a positive effect on customer satisfaction. However, in this case, the quality of core services is the dominant factor in influencing customer satisfaction.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
