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All Journal Scientific Journal of Reflection : Economic, Accounting, Management and Business Abdi Laksana JURNAL ABDIMAS TRIDHARMA MANAJEMEN Jurnal Disrupsi Bisnis Jurnal Ilmiah Mahasiswa (JIMAWA) Journal of Research and Publication Innovation Jurnal Pengabdian kepada Masyarakat : Kreasi Mahasiswa Manajemen
Marthadinata, Suryadi
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Other

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Journal : Journal of Research and Publication Innovation

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PENGARUH KUALITAS PELAYANAN DAN CUSTOMER EXPERIENCE TERHADAP KEPUASAN NASABAH PADA PT BANK CENTRAL ASIA, TBK DI CABANG KUTABUMI TANGERANG Debora, Sylvianna; Marthadinata, Suryadi
Journal of Research and Publication Innovation Vol 2 No 4 (2024): OCTOBER
Publisher : Journal of Research and Publication Innovation

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Abstract

The aim of this study is to investigate the Influence of Service Quality and Customer Experience on Customer Satisfaction at PT Bank Central Asia, Tbk Kutabumi Branch in Tangerang. The method used in this research is quantitative descriptive method with an associative approach. The sampling technique employed is probability sampling, using the Slovin's formula theory for sample selection. The analysis includes regression analysis, correlation coefficient analysis, coefficient of determination analysis, and hypothesis testing. The research findings indicate that Service Quality (X1) and Customer Experience (X2) have a positive and significant influence on Customer Satisfaction (Y) with the regression equation Y = 0.040 + 0.296 (X1) + 0.295 (X2) + α. The coefficient of determination shows a combined influence of 63.6%. Partial hypothesis testing reveals that Service Quality (X1) with t-value > t-table (12.362 > 1.985), rejecting H0 and accepting H1, indicating a positive and significant influence of the independent variable Service Quality (X1) on Customer Satisfaction (Y). Similarly, Customer Experience (X2) with t-value > t-table (12.404 > 1.985) rejects H0 and accepts H2, indicating a positive and significant influence of the independent variable Customer Experience (X2) on Customer Satisfaction (Y).Simultaneous hypothesis testing between Service Quality (X1) and Customer Experience (X2) with F-value > F-table (84.017 > 3.090) rejects H0 and accepts H3, suggesting that Service Quality (X1) and Customer Experience (X2) together have a positive and significant influence on Customer Satisfaction (Y).  
Co-Authors Bambang Hariyanto Debora, Sylvianna Dinantara, Mohamad Dudy Fathorrahman Fathorrahman, Fathorrahman Iskandar Zulkarnain Jamaludin . Krisyanto, Edy Lismiatun, Lismiatun Mustakim, Masran Nurmin Arianto, Nurmin Permada, Dewi Nari Ratih Sairin, Sairin Simarmata, Nahoras Bona Suworo, Suworo Tarwijo, Tarwijo