El-Mujtama: Jurnal Pengabdian Masyarakat
Vol 3 No 2 (2023): El-Mujtama: Jurnal Pengabdian Masyarakat

Pengaruh Kualitas Pelayanan terhadap Keputusan Konsumen Dalam Menggunakkan Jasa pada PT BCA

Acep Samsudin (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
Rusdi Hidayat (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
Kinanti Sekar Kirana (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
lvira Aprilia Primastika (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
Alvianti Notia Pramesti (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
Dela Kristiana (Universitas Pembangunan Nasional “Veteran” Jawa Timur)
Priscilia Salsabilah (Universitas Pembangunan Nasional “Veteran” Jawa Timur)

Article Info

Publish Date
14 Jan 2023

Abstract

This study aims to determine the effect of Quality of Service Characteristics on Customer Satisfaction in the PT. Bank Central Asia (BCA). The analytical technique used is to collect data sources that are used as objects. The results of the study indicate that the quality of service simultaneously affects customer satisfaction in PT. Bank Central Asia (BCA). The quality of services that include variables Responsiveness, Empathy, Assurance, and Reliability in a partial effect on customer satisfaction in PT. Bank Central Asia (BCA). Keywords: Responsiveness, Empathy, Assurance, Reliability and customer satisfaction

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Journal Info
El-Mujtama: Jurnal Pengabdian Masyarakat
Website

Abbrev

elmujtama

Publisher

Institut Agama Islam Nasional Laa Roiba Bogor

Subject

Religion Economics, Econometrics & Finance Education Social Sciences Other

Description

El-Mujtama: Jurnal Pengabdian Masyarakat adalah jurnal ilmiah tentang program dan kegiatan pengabdian kepada masyarakat sebagai bagian implementasi dari Tri Dharma Perguruan Tinggi. Jurnal ini terbit dua kali setahun setiap Januari dan Juli, dikelola oleh Lembaga Penelitian dan Pengabdian Masyarakat ...