| Abstrakt: |
Bank Bengkulu is a regional development bank located in Bengkulu, operating in the financial and service sectors with the aim of promoting regional economic growth through the development of small and medium-sized enterprises. This study aims to analyze the influence of service quality on customer satisfaction at bank Bengkulu, panorama branch. This research uses a quantitative method by collecting data through questionnaires distributed to bank Bengkulu customers, interview and direct observation. Data processing was conducted using SPSS 25. The analyzed variables consist of tangible, reliability, assurance, responsiveness, and empathy. The results of this study indicate that the variables with positive and significant impact are tangible, assurance, responsiveness, empathy, while reliability variable is not significant. To address this issue, the company can provide training for their employees, especially in the teller and customer service sections, as well as implement strict selection processes for these positions. Service quality is crucial for companies in the service industry, especially in banking, because with good service quality, the company can provide optimal service, compete with othe banks, and evaluate and improve services at bank Bengkulu panorama branch. [ABSTRACT FROM AUTHOR] |
