Pengaruh Kualitas Pelayanan Customer Service terhadap Kepuasan Nasabah pada PT Bank X

Abstract

The purpose of this study was to determine the effect of Customer Service quality on customer satisfaction at PT Bank X in improving service quality, especially in the banking sector which is highly dependent on customer trust and loyalty. In this case the service quality variable is measured consisting of five main dimensions of tangibles (physical evidence), reliability, responsiveness, assurance, and empathy. The reliability and assurance dimensions have the most dominant influence in shaping customer satisfaction. Therefore, improving service quality, especially in the aspects of reliability and assurance, is highly recommended to increase customer satisfaction and loyalty in the future.