Pengaruh Kualitas Pelayanan, Kualitas Kerelasian, dan Promosi terhadap Kepuasan Nasabah Prioritas Bank Mandiri KC Banjarmasin

• Kategori : Jurnal Nasional Terakreditasi
• Penulis : Harries Madiistriyatno, Rizki Afdal
• Identitas : JSHP VOL. 5, NO. 2 2021 DOI: https://doi.org/10.32487/jshp.v5i2.984 p-ISSN: 2580-5398 e-ISSN: 2597-7342
• Abstrak :
  

  The intense business competition in banking services sector creates challenges in seeing market opportunities and understanding customer needs. To maintain loyal customers and capture new customers at same time, customer satisfaction is an important factor that must be taken into account. This study aims to analyze the effect of Service Quality, Relationship Quality, and Promotion on Customer Satisfaction at PT. Bank Mandiri (Persero) KC Banjarmasin. This study uses a quantitative approach with a questionnaire method as data collection. The analysis technique used is multiple regression analysis. The results showed that Service Quality, Relation Quality, and Promotion had a significant effect on Customer Satisfaction either partially or simultaneously. The managerial implications of the results of this study, among others, can be used as a basis for evaluating bank management to improve and increase the level of customer satisfaction, and secondly, it can be used by investors as a consideration in making investment decisions in the banking sector. Keywords : Service quality, relationship quality, promotion, customer satisfaction

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