The Effect of Banking Products and Quality of Service To Customer Satisfaction Which Has Implications for The Performance of PT Bank Negara Indonesia (Persero) Tbk di Kantor Cabang Utama Jakarta Pusat

Abstract

Banking industry is very closely related to trust, service and customer interactions. In choosing a bank, customers have several reasons such as high interest rates, well known banks, various product or attention from bank officer to customers individually. The product, good and services must be given as customer desire and customer needs. Customer is the key success of a bank to survive in the rapid competition at this time. Therefore, bank make certain strategies to satisfy their customer and upgrade the service quality by listening the customer needs. This study conducted to describe customer satisfaction effected by banking products and service quality of PT BNI KCU Jakarta Pusat that has implications to their performance. The aims of PT BNI KCU Jakarta Pusat’s study are (1) to define customer valuation against banking products and service quality PT BNI KCU Jakarta Pusat, (2) to identify factors that bank needs to improve and maintained (3) to analyze influence of banking products and service quality against customer satisfaction that has implications for the performance of PT BNI KCU Jakarta Pusat. Descriptive methods that used in this observation is conducted to do the exact measurement of certain phenomenon, by develop the concept, collecting data from thirty five (35) respondent with purposive sampling and facts from the existing variables, explaining the phenomenon between company performance and services of the customer’s satisfaction. Primary data collection used in this observation by giving questionnaire and secondary data take from book’s, website literature or journals related to the observation. Data analysis use the descriptive statistic, Customer Satisfaction analysis (CSI), Importance Performance analysis (IPA). Based on Customer Satisfaction Index Analysis, the average level of importance value and satisfaction levels of each attribute of service quality are at the level of customer satisfaction index which means that customers are satisfied with the service performance of PT BNI KCU Jakarta Pusat. From IPA, the average of service quality is 4,041 which means that the quality of service that includes reliability, responsiveness, assurance, empathy, tangible is satisfactory while the level of importance is 4,3605 which means that the attributes are important for customers. From the data processing the result of the coefficient determination (adjusted R square) 0,653 or 65,3% customer satisfaction can be explained by banking products and service quality, and the rest (34,7%) caused by other factors.