PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN NASABAH DALAM MELAKUKAN TRANSAKSI KEUANGAN PADA PT. BANK 9 JAMBI CABANG SUNGAI PENUH

Abstract

The influence of service quality on customer satisfaction in carrying out financial transactions at PT. Bank 9 Jambi Sungai Penuh branch.” The purpose of this study was to determine the effect of service quality variables (X) on Customer Satisfaction (Y). In this research, data analysis, coefficient of determination, hypothesis testing (t test). the data collection technique uses a questionnaire by distributing questionnaires to 40 respondents to customers who carry out financial transactions at PT. Bank 9 Jambi Sungai Penuh branch. The maint problem in this research is whether there is a significant influence between service quality on customer satisfaction in carrying out financial transactions at PT. Bank 9 Jambi Sungai Penuh branch. Based on the research results, it can be concluded that there is a sicnificant influence between the service quality variable on customer satisfaction as avidenced by t count > t table 2.636 > 2.024. meanwhile, the influence of the Service Quality variabla on Customer Satisfaction is 15.8%.