The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan

Elisabet Novani Ambarita, A. Rahim Matondang, Amlys Syahputra Silalahi

2019

Abstract

The presence of banking today is very important in supporting various financial activities, especially in the financial system and payments made by finance. Banking, competition in the banking sector is very tight, first with a large number of banks which are the main challenges. The customer is the core of business competition in the service sector. In an effort to create retribution, satisfaction is needed in every service provided by financial parties. Bank Sumut as the holder of the Regional Bank Champion in North Sumatra in 2014 always provides the best service and strives to improve service in building satisfaction. This study suggests to improve the elements of quality service in shaping the Bank Sumut’s customer satisfaction. A number of 100 regular customers who have experienced 10 years services at Bank Sumut participated in this study. Data on perceptions of service quality and satisfaction were collected through questionnaire and interview methods. The influence between variables was evaluated using linear multiple regression. The results of this study prove the fact of the five elements of service quality, two elements of positive and significant influence, namely reliability and responsiveness of services. In addition, responsiveness has a very dominant interest in service quality towards satisfaction. Therefore, in an effort to improve satisfaction through service improvements, it is very important to provide services that are responsive to challenges and convenience and provide the best solutions quickly for those customers. Bank Sumut employees must be able to provide benefits as needed. Inappropriate empathy can actually disrupt customer satisfaction.

Paper Citation

in Harvard Style

Ambarita E., Matondang A. and Silalahi A. (2019). The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan. In Proceedings of the 2nd Economics and Business International Conference - Volume 1: EBIC, ISBN 978-989-758-498-5, pages 197-203. DOI: 10.5220/0009201401970203

in Bibtex Style

@conference{ebic19,
author={Elisabet Novani Ambarita and A. Rahim Matondang and Amlys Syahputra Silalahi},
title={The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan},
booktitle={Proceedings of the 2nd Economics and Business International Conference - Volume 1: EBIC,},
year={2019},
pages={197-203},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009201401970203},
isbn={978-989-758-498-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd Economics and Business International Conference - Volume 1: EBIC,
TI - The Impact of Service Quality to Customer Satisfaction at PT Bank Sumut Medan
SN - 978-989-758-498-5
AU - Ambarita E.
AU - Matondang A.
AU - Silalahi A.
PY - 2019
SP - 197
EP - 203
DO - 10.5220/0009201401970203