NURUL AINI RITONGA, NPM 2101100118 (2025) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH DI BANK SUMUP KCP KAMPUNG PAJAK. Tugas_Akhir(Artikel) Faculty of Economics and Business International Conference. pp. 770-785.
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Abstract
This study aims to investigate the impact of customer service quality on customer satisfaction levels at PT Bank Sumut KCP Kampung Pajak Background Problems: In the midst of increasingly tight competition in the banking sector, service quality is a vital element to maintain and improve customer satisfaction. Novelty: The research findings indicate a positive relationship between the quality of customer service and their level of satisfaction. More specifically, satisfactory service—recognized by the presence of friendly staff, effective service processes, and adequate facilities—plays a crucial role in supporting customer satisfaction..Research Methods: The findings of the study indicate a positive relationship between customer service quality and customer satisfaction levels. Satisfactory service, which includes friendly staff attitudes, speed in serving, and adequate facilities, has a significant contribution to customer satisfaction. Finding/Results: These findings highlight how important it is for PT Bank Sumut KCP Kampung Pajak to continue to strive to improve and maintain service quality in order to maintain customer loyalty and strengthen their position in the banking industry. Keywords: Service Physical Quality, Evidence, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Physical Quality, Evidence, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 24 Nov 2025 06:39 |
| Last Modified: | 24 Nov 2025 06:39 |
| URI: | http://repository.ulb.ac.id/id/eprint/1992 |
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