Analysis of Service Quality and Employee Performance on Customer Satisfaction in Bank Mandiri Klaten Branch Office
Journal Title: Journal of Economics, Finance and Management Studies - Year 2024, Vol 7, Issue 06
Abstract
All businesses must ensure customer satisfaction by offering superior products and services, given the intense competition that businesses face in order to stay in the market. In order to prevail in the competition, the business must satisfy its clients. Examining the impact of service quality on customer satisfaction is the goal of the study. Evaluating how employee performance affects customer satisfaction. Evaluating how employee performance and service quality affect customer satisfaction. This study employs a quantitative descriptive approach with a survey method. Customers of the Bank Mandiri Klaten Branch Office who had utilized its services made up the population, and a purposive sampling technique was used to select a sample of 100 respondents. Meanwhile, using multiple linear analysis tools, F test, t test and coefficient of determination. Customer satisfaction is impacted by the influence of the service quality variable (X1), according to the test results. Customer satisfaction is significantly impacted by the employee performance variable (X2).
Authors and Affiliations
Ardix Yulkarnain , Rima Parawati Bala,
Keywords
Related Articles
- EP ID EP738112
- DOI 10.47191/jefms/v7-i6-51
- Views 26
- Downloads 0
Determinants of Digital Financial Literacy for Young Adult Generation in Indonesia
Industry 4.0 has greatly facilitated the adoption of Digital Finance Inclusion (DFI) in Indonesia. Consequently, DFI providers need to investigate the many variables influencing DFI users to understand their consumers be...
Sustainable and Clean Energy: The Case of Tesla Company
Tesla is considered the leading electric vehicle manufacturing company in the market. It was the first company to recognize the need for a more sustainable vehicle than traditional gasoline-powered vehicles and offer its...
Dynamic of Risk Management and Intermediate Functions of Commercial Banks: The Supply Side Evidence from Nigeria
This study investigated the relationship between risk management and financial intermediation of quoted commercial banks in Nigeria. Panel data were sourced from the Nigeria Stock Exchange for a period that spans 2009 to...
Financial Performance Evaluation of A Bankrupt Bank: The Case of Silicon Valley Bank
The aim of this research paper is to evaluate and compare the financial performance of Silicon Valley Bank spanning the two-year period prior to its eventual bankruptcy in March 2023, using financial data derived from th...
Analysis of Company Reputation and Compensation on Intention to Apply Among Fresh Graduates
This study aims to examine the influence of company reputation and compensation on the intention to apply among fresh graduates of Pembangunan Nasional "Veteran" University, East Java. This research uses a quantitative d...