Peran Dimensi Service Quality terhadap Keputusan Nasabah PT. Bank CIMB NIAGA Cabang Lumajang

Abstract

This study aims to analyze the role of service quality dimensions on customer satisfaction of PT. CIMB Niaga Bank Lumajang Branch. The sampling technique used in this research is Purposive sampling. The results showed that there was a significant positive influence between the dimensions of physical form and customer satisfaction of PT. CIMB Niaga Bank Lumajang Branch. While the dimensions of reliability, responsiveness, assurance, and empathy have no significant positive effect on customer satisfaction at PT. CIMB Niaga Bank Lumajang Branch. The F test results received are that there is a positive and significant relationship between the physical form of PT Bank CIMB Niaga Lumajang Branch, the reliability of PT. CIMB Niaga Bank Lumajang Branch, responsiveness of PT. CIMB Niaga Bank Lumajang Branch, guaranteed by PT. CIMB Niaga Bank Lumajang Branch and Empathy towards customer satisfaction PT. CIMB Niaga Bank Lumajang Branch. This is proven by the F test where the significance value is 0,000. The coefficient of determination in consumer satisfaction shown by Adjusted R Square is 0.547, which means that customer satisfaction 54.7% is influenced by physical manifestations, reliability, responsiveness, assurance and empathy. While 45.3% is influenced by other variables not examined by the researcher.