Open AccessDevelopment of Service Quality Model as Determinants toward Banking Performance
Author(s) -
Marcellia Susan,
Jacinta Winarto,
Ika Gunawan
Publication year - 2021
Publication title -
estudios de economía aplicada
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.123
H-Index - 6
eISSN - 1697-5731
pISSN - 1133-3197
DOI - 10.25115/eea.v39i4.4629
Subject(s) - business , service quality , quality (philosophy) , order (exchange) , government (linguistics) , service (business) , retail banking , financial services , reliability (semiconductor) , marketing , finance , power (physics) , physics , epistemology , philosophy , linguistics , quantum mechanics
Banking services are required by companies to support operation and finance activities. Likewise, the general public is also assisted by banks for various financial transactions. Descriptive research was used to obtain depiction of the quality of banking services, both private and government banks in Indonesia. This study also analyzes banking performance and its determinants. Hypothesis testing is done to verify the effect of the service quality dimensions on banking performance, Hypothesis testing is done to verify the effect of the service quality dimensions on banking performance, and the results show that Reliability, Responsiveness, Assurance and Tangibles are determinants of Banking Performance. The results of the study can be utilized by private banks to maintain or improve the service quality in order to provide better services for the community, which in turn can also improve performance.