Pengaruh Service Excellent dan Nilai Nasabah terhadap Kepuasan Nasabah Kredit PT. Bank Mandiri Cabang Kesiman di Denpasar

Abstract

Customer satisfaction is a feeling of satisfaction or disappointment for someone resulting from a comparison of product performance or results with expectations. The formulation of the problem in this study is, how is the effect of service excellence and customer value on customer satisfaction at PT. Bank Mandiri branch of Kesiman in Denpasar. The purpose of this study was to determine the effect of Service Excellent and Customer Value on Credit Customer Satisfaction at PT. Bank Mandiri Kesiman Branch in Denpasar. This research was conducted at PT. Bank Mandiri Kesiman Branch in Denpasar. The number of samples taken was 93 customers, with the NonProbability sampling method, especially purposive sampling. The analysis technique used is multiple linear regression, t-test (partial), and F test (simultaneous). Based on the analysis, it is found that Service Excellent and Customer Value simultaneously influence customer satisfaction, and partially service excellence and customer value have a positive and significant effect on customer satisfaction.