Abstract
This study aims to identify and analyze how big the impact of service quality on the level of satisfaction experienced by customers in taking Taking a Bank Loan at Bank Barelang Mandiri The Main Branch Palm Spring Batam City . The model used in this study is the method of observation, interviews, questionnaires, and literature study using Likert skla and sampling methods used are accidental by 86 respondents. The analytical method used is the method of multiple linear regression (multiple linear regression). From the research, the authors conclude that service quality consists of tangible (X1), reliability (X2), responsiveness (X3), assurance (X4), and empathy (X5) simultaneously have a positive influence on Customer Satisfaction. For partial test (t), not all variables have a positive and significant impact on customer satisfaction, with a significant level of 0.231 for tangible or 23.1%, reliability of -0.211 or 21.1%, responsiveness 0.383 or 38.3% , 0.762 or 76.2% assurance and empathy 0.409 or 40.9%.
Paper version not known (Free)
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: 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.