Abstract
Building loyalty is no longer an option in the banking world. In recent years a trend has emerged, namely the tendency for customers to have more than one savings account at different banks. One of the ways to do this is by marketing service quality and marketing mix to customer satisfaction. The Bank's compliance with government policies to prevent the spread of COVID-19 is the Work From Home policy. Banking measures to optimize employee efforts to maintain the health of their closest people at home while providing maximum protection from the potential for contracting COVID-19 while interacting with the community while working or traveling to and from the office, namely adjustments to work systems. The role of marketing in banking is to build strong relationships sustainably by providing excellent service for the development of service quality such as Servqual, with Tangible, Responsiveness, Reliability, Assurance, and Empathy characteristics. New service quality that can be applied in the banking world in particular. The most important thing is Banking Service Quality (BSQ.) Like conventional bank service products, the bank's low rating. Testing using the PLS (Partial Least Square) analysis method. The results showed that customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction affects the reliability, effectiveness, and assurance of the service portfolio, price, and access. Tangible must receive extra attention so that customer satisfaction can increase.
Highlights
The Bank is implementing work system adjustments aimed at suppressing the spread of the coronavirus or COVID-19
This action is a step taken by the Bank to provide maximum protection to employees, their families, and even customers from the possibility of being exposed to COVID-19 which has become a global pandemic
The data carried out is a quantitative analysis expressed by numbers and the calculation uses descriptive methods and Partial Least Square (PLS) which is assisted by using the Smart-PLS version 3.0 application program
Summary
The Bank is implementing work system adjustments aimed at suppressing the spread of the coronavirus or COVID-19. This action is a step taken by the Bank to provide maximum protection to employees, their families, and even customers from the possibility of being exposed to COVID-19 which has become a global pandemic. The Bank has set three work system adjustments, namely Split Operation, Shift Operations and Work From Home. Split and Shift Operations are applied to functions related to main operations and banking services. Almost all business entities related to financial activities require bank services. This is closely related to the main function of banking as a collector and channel of public funds. An increase in the number of banks has the potential to encourage the banking sector to become more competitive and improve banking efficiency and health (Widyastuti & Armanto, 2013)
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