The Influence Of Services On Customer Satisfaction Among Users Of Bank BNI “Kc. Bengkulu” Products
Abstract
This research is conducted in light of the increasingly fierce competition in the banking industry, making it essential to understand the factors influencing customer satisfaction to maintain customer loyalty. The objective of this study is to determine the impact of product quality, service quality, and trust quality on customer satisfaction at Bank BNI KC. Bengkulu, both simultaneously and partially. The analysis methods used include validity tests, reliability tests, multiple linear regression, coefficient of determination, F tests, and t tests. Data collection methods employed questionnaires. The sample in this study consisted of 100 customers of Bank BNI KC. Bengkulu. Product quality, service quality, and trust quality significantly influence customer satisfaction at Bank BNI KC. Bengkulu, as these three variables significantly affect customer satisfaction with a very high level of significance (<.001, which is < 0.05). Each variable also has a significant impact on customer satisfaction when analyzed separately. Overall, this research provides valuable insights into the key factors influencing customer decisions and offers strategic guidance for the development of products and services by Bank Negara Indonesia in the future.
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Copyright (c) 2025 Lidia Oktavia, Karona Cahya Susena, Silke Sachanovrissa
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