Article Sidebar

Download
Download Article

Main Article Content

Abstract

This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.

Keywords

Customer Satisfaction Tangible Empathy Responsiveness Reliability Assurance

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

How to Cite
Sugiarto, S., & Octaviana, V. . (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93–106. https://doi.org/10.52970/grmapb.v1i2.103
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Cegarra-Navarro, J. G., Papa, A., Garcia-Perez, A., & Fiano, F. (2019). An open-minded strategy towards eco-innovation: A key to sustainable growth in a global enterprise. Technological Forecasting and Social Change, 148(September), 119727. https://doi.org/10.1016/j.techfore.2019.119727
  2. Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research. https://doi.org/10.1177/002224379102800305
  3. Firman, A., Ilyas, G. B., Reza, H. K., Lestari, S. D., & Putra, A. H. P. K. (2021). The Mediating Role of Customer Trust on the Relationships of Celebrity Endorsement and E-WOM to Instagram Purchase Intention. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(1), 107–126. http://dx.doi.org/10.24252/minds.v8i1.20594
  4. Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM dan SPSS. In aplikasi analisis multivariate dengan program ibm spss 19 (p. 113). https://doi.org/10.2307/1579941
  5. Grover, S., Agrawal, V. P., & Khan. (2004). A digraph approach to TQM evaluation of an industry. International Journal of Production Research, 42(19), 4031–4053. https://doi.org/10.1080/00207540410001704032
  6. Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021). Customer relationship management and its impact on innovation: A literature review. Journal of Business Research, 129(November 2020), 83–87. https://doi.org/10.1016/j.jbusres.2021.02.050
  7. Haming, M., Syaiful, A. Z., Putra, A. H. P. K., & Murdifin, I. (2019). The Application of {SERVQUAL} Distribution In Measuring Customer Satisfaction of Retails Company. Journal of Distribution Science, 17(2), 25–31. https://doi.org/10.15722/jds.17.2.201902.25
  8. Hasrat, T., & Rosyadah, K. (2021). Usability Factors as Antecedent and Consequence on Business Strategy and SERVQUAL: Nielsen & Mack Approach. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 81–92. https://doi.org/10.52970/grmapb.v1i2.80
  9. Höflinger, P. J., Nagel, C., & Sandner, P. (2018). Reputation for technological innovation: Does it actually cohere with innovative activity? Journal of Innovation and Knowledge, 3(1), 26–39. https://doi.org/10.1016/j.jik.2017.08.002
  10. Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R., & Putra, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. Journal of Asian Finance, Economics and Business, 7(9). https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.427
  11. Ishak, M. Z., & Azzahroh, E. P. (2017). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Bank Syariah Dengan Kepuasan Nasabah Sebagai Variabel Intervening. Jurnal Ekonomi Dan Bisnis Islam (Journal of Islamic Economics and Business), 3(1), 26. https://doi.org/10.20473/jebis.v3i1.3599
  12. José Tarí, J. (2005). Components of successful total quality management. The TQM Magazine, 17(2), 182–194. https://doi.org/10.1108/09544780510583245
  13. Joseph, M., McClure, C., & Joseph, B. (1999). Service quality in the banking sector: the impact of technology on service delivery. International Journal of Bank Marketing, 17(4), 182–193. https://doi.org/10.1108/02652329910278879
  14. Klongthong, W., Thavorn, J., Watcharadamrongkun, S., & Ngamkroeckjoti, C. (2020). Determination of Factors in Cultural Dimensions and SERVQUAL Model Affecting the Corporate Image of Pharmacy Retail Stores. The Journal of Asian Finance, Economics and Business, 7(10), 875–884. https://doi.org/10.13106/jafeb.2020.vol7.no10.875
  15. Lestari, S. D., Muhdaliha, E., & Putra, A. H. P. K. (2020). E-Commerce Performance Based on Knowledge Management and Organizational Innovativeness. The Journal of Distribution Science, 18(2), 49–58.
  16. Lo Liang kheng, et. a. (2010). The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2). www.ccsenet.org/ijms
  17. Lu, C.-C., Wu, I.-L., & Hsiao, W.-H. (2019). Developing customer product loyalty through mobile advertising: Affective and cognitive perspectives. International Journal of Information Management, 47, 101–111. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2018.12.020
  18. Mashur, R, Gunawan, B. I., Fitriany, Ashoer, M., Hidayat, M., & Aditya, H. P. K. P. (2019). Moving from traditional to society 5.0: Case study by online transportation business. In Journal of Distribution Science (Vol. 17, Issue 9, pp. 93–102). https://doi.org/10.15722/jds.17.09.201909.93
  19. Mashur, Razak, Muhammad, H., Ansir, L., AHP, K. P. A. H. P., & Shandra, B. (2020). Antecedents and consequence of brand management: empirical study of Apple’s brand product. In Journal of Asia Business Studies: Vol. ahead-of-p (Issue ahead-of-print). https://doi.org/10.1108/JABS-01-2019-0030
  20. Nguyen, P. N. D., Nguyen, V. T., & Vo, N. N. T. (2019). Key Determinants of Repurchase Intention toward Organic Cosmetics. The Journal of Asian Finance, Economics and Business, 6(3), 205–214. https://doi.org/10.13106/jafeb.2019.vol6.no3.205
  21. Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2019). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-019-00657-7
  22. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
  23. Peng, L., Li, Y., Essen, M. Van, & Peng, M. W. (2019). Institutions, resources, and strategic orientations : A meta-analysis. https://doi.org/10.1007/s10490-018-09642-0
  24. Permatasari, N., Anwar, S. R., & Rustham, A. T. P. (2021). The Relationship Between Perceived Emotional Intelligence and Late Adolescent Autonomy. Golden Ratio of Social Science and Education, 1(2), 73–84. https://doi.org/10.52970/grsse.v1i2.93
  25. Permatasari, N., Ashari, F. R., & Ismail, N. (2021). Contribution of Perceived Social Support (Peer, Family, and Teacher) to Academic Resilience during COVID-19. Golden Ratio of Social Science and Education, 1(1), 1–12. https://doi.org/10.52970/grsse.v1i1.94
  26. Philip Kotler, G. A. (2012). Principles of Marketing (Sally Yagan (ed.); 14th ed.). Pearson.
  27. Putra, A. H. P. K., Nurani, N., Ilyas, G. B., Samiha, Y. T., & Lestari, S. D. (2021). Configure the Symmetrical and Asymmetrical Paths of Brand Equity and Relationship of Firm Created Content and User Generated Content as Antecedent. Jurnal Manajemen Bisnis, 8(1), 90–103. https://doi.org/10.33096/jmb.v1i1.704
  28. Quintana-Déniz, A., Beerli-Palacio, A., & Martín-Santana, J. D. (2007). Human resource systems as antecedents of hotel industry market orientation: An empirical study in the Canary Islands, Spain. International Journal of Hospitality Management, 26(4), 854–870. https://doi.org/10.1016/j.ijhm.2006.07.007
  29. Rehn, A., & Lindahl, M. (2012). Muddling through in innovation - On incremental failure in developing an engine. Journal of Business Research, 65(6), 807–813. https://doi.org/10.1016/j.jbusres.2010.12.020
  30. Simanjuntak, M., & Putra, A. H. P. K. (2021). Theoretical Implications of Theory Planned Behavior on Purchasing Decisions: A Bibliometric Review. Golden Ratio of Mapping Idea and Literature Format, 1(2), 1–7. https://doi.org/10.52970/grmilf.v1i1.18
  31. Taufique, K. M. R., & Vaithianathan, S. (2018). A fresh look at understanding Green consumer behavior among young urban Indian consumers through the lens of Theory of Planned Behavior. Journal of Cleaner Production, 183, 46–55. https://doi.org/10.1016/j.jclepro.2018.02.097
  32. Zhu, D. H., Deng, Z. Z., & Chang, Y. P. (2020). Understanding the influence of submission devices on online consumer reviews:A comparison between smartphones and PCs. Journal of Retailing and Consumer Services, 54(June 2019), 102028. https://doi.org/10.1016/j.jretconser.2019.102028