Banking Model of Customer Satisfaction in Indonesia

Authors

  • Udin Ahidin
  • Pranoto Pranoto
  • Dadang Kurnia
  • Rini Alfatiyah

Abstract

This study aims to examine whether there is influence ATM Bersama transaction services and facilities to customer satisfaction at PT. Bank Negara Indonesia Tbk. The method used is survey descriptive and explanatory survey with a sample size of 79 respondents, ie customers at PT. Bank Negara Indonesia Tbk. Data analysis methods used in the study are analysis of a journal (path analysis) with data processing software SPSS.

 The survey shows that the effect of ATM Bersama transaction services and facilities are good and can improve customer satisfaction at PT. Bank Negara Indonesia Tbk. The results of path analysis using SPSS software showed that the ATM Bersama transaction services and facilities positively effect, either partially or simultaneously, on customer satisfaction at PT. Bank Negara Indonesia Tbk.

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Published

2020-01-25

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Articles