Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Nasabah Bank BTPN KCP Lumajang

Abstract

One of the succcess factors of a company is determined by the level of customer satisfaction. A review of previous studies shows that satisfaction can be achieved through service quality and product quality. These findings then direct the research in providing empirical evidence relating to the effect of service quality and product quality. The purpose of this study was to determine the effect of service quality and product quality partially and simultaneously on customer satisfaction BTPN KCP Lumajang bank. This study uses quantitative research, the samples taken in this study amounted to 60 people. The method used is the method of multiple linear regression analysis. The results of the research partially prove that service quality and product quality affects customer satisfaction of BTPN KCP Lumajang bank. Simultaneously there are affects of service quality and product quality in the customer satisfaction of BTPN KCP Lumajang bank with a determination coefficient of 0,710 which indicates that 71,0% of the customer satisfaction of BTPN KCP Lumajang bank students can be explained by service quality and product quality, the rest is 29,0% customer satisfaction is influenced by other variables not examined in this study, such as company image, trust, and facilities. Based on the result of study, it is expected that the BTPN KCP Lumajang bank can continue to pay attention and improve the quality of services and products provided to its customers.