Open AccessPengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Nasabah Tabungan Pada Kantor Bank Bri Cabang Denpasar Renon
Author(s) -
Ni Ketut Murdani,
Ni Luh Ketut Ayu Sudha Sucandrawati,
I Putu Ardinada
Publication year - 2020
Publication title -
jurnal ilmiah satyagraha/jurnal ilmiah satyagraha
Language(s) - English
Resource type - Journals
eISSN - 2723-5556
pISSN - 2620-6358
DOI - 10.47532/jis.v3i2.185
Subject(s) - customer satisfaction , service quality , product (mathematics) , business , quality (philosophy) , service (business) , reliability (semiconductor) , business administration , population , marketing , mathematics , medicine , environmental health , power (physics) , physics , geometry , quantum mechanics , philosophy , epistemology
This research was conducted based on the gap in research resultsPreviously (research gap) and the different focus of discussion on Service Quality and ProductQuality on Savings Customer Satisfaction at PT. BRI Denpasar Branch Renon. In addition, there are also research problems about not achieving targets at PT. BRI Denpasar Branch Renon .This study aims to examine and analyze the effect of service quality and product quality on satisfaction of savings customers at PT. BRI Denpasar Branch Renon. This research was conducted at PT. BRI Denpasar Branch Renon with a population of 14,250 and the sample of this study amounted to 100 respondents calculated using the Slovin formula All data obtained from the questionnaire distribution are worthy of use, thenanalyzed using SPSS 24.0. The results showed that (1) service quality has a positive and significant effect on customer satisfaction, (2) product quality has a positive and significant effect on customer satisfaction, and (3) service quality and product quality have an effect on customer satisfaction.The implication of this study is that the quality of service can be improvedby observing tangible indicators, reliability, responsiveness, guarantees andcertainty and empathy to increase.