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
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- EP ID EP738112
- DOI 10.47191/jefms/v7-i6-51
- Views 33
- Downloads 0
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