THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT BANK BTN SUBBRANCH BOJONGSOANG

Abstract

The assessment of service quality is crucial for companies engaged in the service industry, with banking being one of the sectors where service quality evaluation serves as a key driver for business growth. This study aims to analyze the extent to which the service quality provided by employees influences customer satisfaction at Bank BTN KCP Bojongsoang. The research methodology utilizes both primary and secondary data, gathered through direct field observations and questionnaires distributed randomly to 100 customers visiting the bank. The ANOVA test further supports these findings by showing that the regression model is statistically significant, which states that there is a strong relationship between the two variables. The coefficient of determination (R Square) value of 49.9% shows that nearly half of the variation in customer satisfaction can be explained by employee service quality.