Pengaruh Kualitas Pelayanan dan Sarana Pendukung Pelayanan Terhadap Kepuasan Nasabah Dalam Masa Pandemi COVID 19

Studi Kasus Bank BNI dan Bank BRI

Abstract

This study aims to determine the effect of service quality and service support facilities
on customer satisfaction during the COVID-19 pandemic. The purpose of this study is to
examine the effect of service quality and supporting facilities on customer satisfaction
of Bank BRI and Bank BNI.

The population used in this study were customers of Bank BNI and Bank BRI. The sample
in this study were 100 respondents and used Non Probability Sampling technique. The
analytical method used is quantitative analysis, namely multiple regression analysis.
This analysis includes validation test and reliability test, multiple regression analysis, t
test, f test, analysis of the coefficient of determination (R2) and correlation analysis.

Based on the results of the T test, the Service Quality variable (X1) has a positive
influence on customer satisfaction (Y) while the Service Support Facility variable (X2)
does not have a positive influence on Customer Satisfaction (Y). Based on the F test, it
can be seen that the Service Quality variable (X1) and the Service Support Facility (X2)
variable simultaneously have a positive effect on Customer Satisfaction (Y). Adjusted R
square shows that 18.8% variation of Customer Satisfaction can be explained by the
two independent variables in the multiple regression equation. While the rest is
explained by other variables outside the two variables.

Keywords: Service Quality, Service Support Facilities, Customer Satisfaction