Evaluasi Kualitas Pelayanan dan Dampaknya Terhadap Kepuasan Nasabah di PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo, Cabang Watampone

Samsul Rizal; Abdul Rahman Rahim; Eka Wardiana

doi:10.26618/profitability.v4i1.3051

Evaluasi Kualitas Pelayanan dan Dampaknya Terhadap Kepuasan Nasabah di PT. Bank Rakyat Indonesia (Persero) Tbk. Unit Bengo, Cabang Watampone

Samsul Rizal, Abdul Rahman Rahim, Eka Wardiana

Abstract

The purpose of this study was to evaluate the quality of service and its impact on customer satisfaction at PT. Bank Rakyat Indonesia (Persero) Tbk. Bengo Unit, Watampone Branch. This study covered all customers met at the location, with a total population of 500 customers. The sample used in this study was 84 respondents, selected using incidental sampling techniques. Data were collected through descriptive statistical techniques, simple linear regression analysis, and hypothesis testing. The results of the analysis showed a t count of 7.669, while the t table was 1.98932, indicating that service quality has a positive effect on customer satisfaction. Analysis with SPSS produced a value of R = 0.646 and R² = 0.418 or 41.8%, which means that 41.8% of the variability in customer satisfaction can be explained by service quality. Meanwhile, 58.2% of customer satisfaction cannot be explained by the variables studied.

Keywords

Service Quality, Customer Satisfaction

Full Text:

PDF

References

Achsani, N. A., Tambunan, M., & Mulyo, S. A. (2012). Impact of fiscal policy on the agricultural development in an emerging economy: Case study from the South Sulawesi, Indonesia. International Research Journal of Finance and Economics, 96, 101-112.

AKHMAD, A., Romadhoni, B., Karim, K., Tajibu, M. J., & Syukur, M. (2019). The impact of fuel oil price fluctuations on Indonesia’s macro economic condition. International Journal of Energy Economics and Policy, 9(2), 277-282.

Akhmad, A., & Amir, A. (2018). Study of fuel oil supply and consumption in Indonesia. International Journal of Energy Economics and Policy, 8(4), 13.

Darise, R. I. (2023). The Effect of Economic Growth and Income Inequality on Poverty in Central Sulawesi Province Period 2011-2022. Formosa Journal of Sustainable Research, 2(5), 1331-1342.

Romadhoni, B. (2020). Household electricity demand in South Sulawesi, Indonesia. International Journal of Energy Economics and Policy.

Pakkanna, M., Rasulong, I., & Akhmad, S. I. W. (2020). Microfinance institutions and women empowerment: evidence in the rural areas of Tangerang, Indonesia. International Journal of Scientific and Technology Research, 9(2), 3994-3999.

Karim, K., & Tajibu, M. J. (2021). Determination of consumer switching barriers to use prepaid electricity systems in the household sector in makassar, indonesia. International Journal of Energy Economics and Policy, 11(1), 193-199.

Achsani, N. A., Tambunan, M., & Mulyo, S. A. (2013). The impact of fiscal policy on the regional economy: evidence from South Sulawesi, Indonesia. Journal of Applied Sciences Research, 9(4), 2463-2474.

Akhmad, A., Amir, A., Saleh, S., & Abidin, Z. (2022). Effectiveness of Regional Government Expenditure in Reducing Unemployment and Poverty Rate. European Journal of Development Studies, 2(4), 90-99.

Akhmad, P. (2016). The impact of price subsidy policy of fertilizer on production, demand and supply of corn in Indonesia. American-Eurasian Journal or Sustainable Agriculture, 10(1), 29-37.

Arniati, A., Arsal, M., Akhmad, A., Asdar, A., & Adiningrat, A. A. (2020). Impression of Student Knowledge on Decisions Become a Customer of Islamic Banks. International Journal of Business Economics (IJBE), 1(2), 145-152.

Hafid, A., Karsadi, K., AKHMAD, A., & Syukur, M. (2020). The Existence of Moronene Indigenous Peoples in Hukaea Laea Village, Bombana Regency, Indonesia. International Journal of Innovation, Creativity and Change, 14(1), 288-306.

Akhmad, A., Amir, A., Asdimuh, A., & Syukur, M. (2020). The Development Prospect of the Pinisi Vessel Industry in the Bulukumba Regency Indonesia. International Journal of Innovation, Creativity and Change, 12(10), 183-194.

Suriyani, A., Saleh, S., & Akhmad, A. (2023). Capacity Building Empowerment of Weaver Groups Through Weaving Business Innovation at the Ikat Jata Kapa Weaving Center in Sikka Regency, East Nusa Tenggara Province, Indonesia, Indonesia. European Journal of Development Studies, 3(2), 59-68.

Romadhoni, B., Akhmad, A., Naldah, N., & Rossanty, N. P. E. (2023). Purchasing Decisions Effect of Social Media Marketing, Electronic Word of Mouth (eWOM), Purchase Intention. Journal of Accounting and Finance Management, 4(1), 74-86.

Ali, M. Y. (2022). The Process of Making a Pinisi Boat in Bantobahari District, Bulukumba Regency, Indonesia. European Journal of Engineering and Technology Research, 7(5), 70-75.

Rayyani, W. O., Abbas, A., Ayaz, M., Idrawahyuni, I., & Wahjono, S. I. (2022). The Magnitude of Market Power between SCBs and SBUs: the Root Cause of Stagnancy of the Growth in Islamic Banking Industry and Spin-off Policy as its Solution. Ikonomika: Jurnal Ekonomi dan Bisnis Islam, 7(1), 97-120.

Abbas, A., Triani, N., Rayyani, W. O., & Muchran, M. (2022). Earnings growth, marketability and the role of Islamic financial literacy and inclusion in Indonesia. Journal of Islamic Accounting and Business Research.

Jaya, A. (2022). Investigating Islamic Financial Market: a Study in Jakarta Islamic Index. International Journal of Religious and Cultural Studies, 4(2), 175-186.

Jaya, A., Mira, M., & Adil, M. (2022, August). COD-based Sales Productivity for Business Users in Makassar. In Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwokerto, Central Java, Indonesia.

Mappatompo, A., Idrus, M. S., Setiawan, M., & Nimran, U. (2011). Pengaruh Customer Relationship Management (CRM) terhadap Kinerja CRM Bank serta Dampaknya terhadap Kepuasan Konsumen (Studi Penerapan CRM pada Perbankan di Kota Makassar). Jurnal Aplikasi Manajemen, 9(1), 189-198.

Suarni, A., Jam’an, A., & Adawiah, R. (2023, February). FUND MANAGEMENT: AN EXPLARATORY CASE STUDY OF MOSQUES IN SOUTH SULAWESI INDONESIA. In Proceedings of the 1st International Conference on Social Science (ICSS) (Vol. 2, No. 1, pp. 188-194).

Siryayasa, I. N., & Jam'an, A. (2020). The Pinisi Festival as a Tourist Attraction in Bulukumba District of South Sulawesi. Journal of Indonesian Tourism and Development Studies, 8(3).

Mardiyati, S. (2021, May). Participation and interest in young generations on business distribution of strategic food commodities in South Sulawesi. In IOP Conference Series: Earth and Environmental Science (Vol. 759, No. 1, p. 012051). IOP Publishing.

HASANUDDIN, R., Darman, D., Taufan, M. Y., Salim, A., Muslim, M., & Putra, A. H. P. K. (2021). The effect of firm size, debt, current ratio, and investment opportunity set on earnings quality: an empirical study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(6), 179-188.

Salim, A., Rustam, A., Haeruddin, H., Asriati, A., & Putra, A. H. P. K. (2020). Economic strategy: Correlation between macro and microeconomics on income inequality in Indonesia. The Journal of Asian Finance, Economics and Business (JAFEB), 7(8), 681-693.

Surya, B., Salim, A., Saleh, H., Abubakar, H., Suriani, S., Tenry Sose, A., & Makkulawu Panyiwi Kessi, A. (2021). Economic growth model and renewable energy utilization: Perspective of natural resources management and sustainable development of the gowa regency region south Sulawesi, Indonesia.

Agussalim, H. R. (2013). The Effects of Leadership Style, Reward and Career Development on The Performance of Public Servants in The Residence of Poso. Academic Research International, 4(6), 149.

Rizky, S. N., Sunaryo, H., & Salim, A. (2022). Organizational culture, motivation and organizational citizenship behavior effect on employee performance. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(1), 3565-3576.

Haeruddin, H., Ibrahim, I., Jamali, H., HR, A. S., & Asriati, A. (2021). Preparation of Financial Statements for Village-Owned Enterprises (BUMDes) Based on Financial Accounting Standards for Micro, Small and Medium Entities (SAK EMKM). Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 10012-10025.

Rusydi, M. (2021). The impact of CEO narcissism behavior on firm performance through earnings management. ATESTASI: Jurnal Ilmiah Akuntansi, 4(1), 53-60.

Jusriadi, E., Syafaruddin, S., & Rusydi, M. (2021). Human capital development of research staff through self-leadership, teamwork management, and culture diversity. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(1), 1-14.

Rusydi, M. (2017). The Role of Leadership in Supporting the Competence and Achievements of Lecturers Kopertis Region Ix City of Makassar. Rev. Eur. Stud., 9, 170.

Suarni, A., Asriati, A., Masnan, S., & Fitriani, F. (2019). Factors Motivating The Local Community of Belawa, Wajo Regency, South Sulawesi Province to Engage in Edible Bird’s Nest Industry In The Perspective of Islamic Business Ethics. Muhammadiyah International Journal of Economics and Business, 2(2), 183-194.

Jusriadi, E. (2022). Moderation of Leadership Style: Management Accounting Information Systems and Management Control Systems on Managerial Performance. ATESTASI: Jurnal Ilmiah Akuntansi, 5(1), 16-32.

Muchran, B. L., & Muchran, M. (2017). The influence of transformational leadership style to performance of Islamic bank bank with work motivation as a mediating variable. Rev. Eur. Stud., 9, 262.

Muchran, B. L., Muchriana, M., & Muchriad, M. (2017). The Influence of Leader Communication Skills on Employee Performance and Motivation as a Moderating Variable in the Tourism Industry. Journal of Culture, Society and Development, 36, 40-43.

Hidayat, M., & Amijaya, L. (2023). PENGARUH LOYALITAS KEDISIPLINAN DAN KEPEMIMPINAN TERHADAP KINERJA PEGAWAI PADA SATUAN POLISI PAMONG PRAJA PEMADAM KEBAKARAN DAN PENYELAMATAN KABUPATEN KEPULAUAN SELAYAR. Cendekia Akademika Indonesia (CAI), 2(1), 82-96.

Hartini, H., Wardhana, A., Normiyati, N., & Sulaiman, S. (2022). Peran self-efficacy dalam meningkatkan minat berwirausaha women entrepreneur yang dimediasi oleh pengetahuan kewirausahaan. Jurnal Ekonomi Modernisasi, 18(2), 132-148.

Kadir, A., Kamariah, N., Siti, R., & Sulaiman, S. (2017, October). Building Strategic Competitiveness of UMKM in South Sulawesi Through Strategic Leadership, Innovation Process, Entrepreneurial Orientation and Business Performance (Typology Miles & Snow and Quantitative Model Typology Analysis). In 2nd International Conference on Accounting, Management, and Economics 2017 (ICAME 2017) (pp. 388-402). Atlantis Press.

Soenanto, T. W., Tairas, D. R., Hannase, M., & Sulaiman, S. (2020). Analysis of employee performance drivers: Sustainable development efforts at the organizational level. In IOP Conference Series: Earth and Environmental Science (Vol. 436, No. 1, p. 012025). IOP Publishing.

Nasrun, M. (2018). The Effect Of TQM And Budget Participation On Managerial Performance In Corporate Manufacturing In Industrial Area Makassar. ATESTASI: Jurnal Ilmiah Akuntansi, 1(1), 70-84.

Adiningrat, A. A., Ruhayu, Y., Rustan, R., Wahyuni, S., & Fitrianti, A. N. (2022). The Effect of Financial Literature and Islamic Work Motivation on the Performance of Food Micro, Small and Businness Enterprises (MSMEs) in Makassar City. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 5(4), 30836-30845.

Muchran, M., & Ahmar, A. S. (2019). Application of TAM model to the use of information technology. arXiv preprint arXiv:1901.11358.

Muchran, M. (2016). Effect of company size, and financial ratio on audit report lag. Qualitative and quantitative research review, 1(2), 122-138.

Muchran, M. (2015). Acceptance of banking information technology in PT BNI of Makassar. Journal of Economics and Behavioral Studies, 7(2 (J)), 124-130.

Muchran, M. Harryanto, and Mediaty.(2018). Technology acceptance model to analyze internet banking reception. International Journal of Information and Education Technology, 8(8), 612-615.

Mchran, M., & Pagalung, G. Harryanto, & Mediaty.(2018). Luder‟ s Contingency Model in the Implementation of E-Government and its Impact on Government Performance in South Sulawesi. International Journal of Contemporary Researcsh and Review, 9(12), 21162-21168.

Muchran, M. (2018). Empirical Studies Use The Balanced Scorecard To Measure Government Performance. Archives of Business Research, 6(10).

Mardiana, A., Muchran, M., & Pontoh, G. T. (2014). Analysis of Internet Banking Using Technology Acceptance Model by Experience as Variable Moderation. Global Journal of Business and Social Science Review, 2(3), 11-18.

Badollahi, I., Khalid, A., & Muchran, M. (2021, November). The Mediation Effect of Foresight Strategy on the Relationship Innovation, Entrepreneurship and Market Orientation on MSMEs Performance. In The 1st International Conference on Research in Social Sciences and Humanities (ICoRSH 2020) (pp. 992-997). Atlantis Press.

Razak, L. A., & Badollahi, I. (2020). The Role of CEO Narcissism in Creating Firm Value. International Journal of Innovative Science and Research Technology, 5(11), 221-225.

Razak, L. A., Yamin, M., & Syah, A. (2019, February). Factors affecting the corporate social responsibility disclosure (Case study at PT. Semen Tonasa). In IOP Conference Series: Earth and Environmental Science (Vol. 235, No. 1, p. 012074). IOP Publishing.

Ismail, I. (2018). FORESIGHT ACTIVITY IN MANAGEMENT ACCOUNTING AND CONTROL: A CONTINGENCY APPROACH. In Proceeding International Conference of Business, Accounting and Economy (ICBAE UMP 2018).

Hutagaluh, O., Rustam, A., Sangadji, S. S., Baharuddin, I., & Kurniullah, A. Z. (2020). Responsive Leadership in Preventing Transmission of Covid-19 in the Indonesia-Malaysia Border Area.

Arsal, M. (2021). Impact of earnings per share and dividend per share on firm value. ATESTASI: Jurnal Ilmiah Akuntansi, 4(1), 11-18.

Arsal, M., HAMID, N. I. N. B. A., Arsal, R., & Basri, M. (2014). Consumer Behavior of the Islamic banking. International Journal of Science Commerce and Humanities, 59-64.

Rum, M. (2013). Locus of control, innovation, performance of the business people in the small business and medium industries in south Sulawesi. Journal of Economics, Business, & Accountancy Ventura, 15(3), 373-388.

Eny, N., & RUM, M. (2019). Environmental green accounting and auditing practice. Research journal of finance and accounting, 10(8), 83-90.

Rum, M., & KUSUMAWARDANI, A. (2020). Industrial growth and environmental resource toward the tax potential: a case study in South Sulawesi Province. The Journal of Asian Finance, Economics and Business (JAFEB), 7(10), 201-210.

Rum, M. (2018, May). Cost Efficiency of Sea Freight and Lowering Cost of Consumption Goods. In IOP Conference Series: Earth and Environmental Science (Vol. 156, No. 1, p. 012020). IOP Publishing.

Rum, M. (2018). Conversion of Federal Tax Collection to Local Government. International Research Journal of Finance and Economics, (165).

Djakasaputra, A., Wijaya, O., Utama, A., Yohana, C., Romadhoni, B., & Fahlevi, M. (2021). Empirical study of Indonesian SMEs sales performance in digital era: The role of quality service and digital marketing. International Journal of Data and Network Science, 5(3), 303-310.

Romadhoni, B., Hadiwidjojo, D., Hadiwidjojo, N., & Aisjah, S. (2015). Relationship between e-service quality, e-satisfaction, e-trust, e-commitment in building customer e-loyalty: a literature review. International journal of business and management invention, 4(2), 1-9.

Romadhoni, B. (2020). Household electricity demand in South Sulawesi, Indonesia. International Journal of Energy Economics and Policy.

Aisyah, S., Musa, C. I., & Ramli, A. (2017). Effect of characteristics and entrepreneurial orientation towards entrepreneurship competence and crafts and arts smes business performance in Makassar. International Review of Management and Marketing, 7(2), 166-173.

Aisyah, S. (2022). The Role of Financial Performance as a Mediator Between Good Corporate Governance and Firm Value. Atestasi: Jurnal Ilmiah Akuntansi, 5(1), 255-268.

Rustan, R., Adiningrat, A. A., & Aisyah, S. (2023). Optimizing of Resources Utilization Through Islamic Spiritual Enterpreneurship to Improve The Welfare of Coastal Communities. International Journal of Economics Development Research (IJEDR), 4(2), 170-180.

Nurbaya, S., & Rasulong, I. (2020). Competence, Work Culture and Performance of Honorary Teachers in Makassar Elementary School. European Journal of Business and Management Research, 5(2).

Ainul, Yaqin & Aniek Maschudah Ilfitriah. 2014. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business and Banking, Volume 4, No. 2. Surabaya.

(digilib.mercubuana.ac.id)

Asdi. 2012. Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Syekh Yusuf Sungguminasa Kabupaten Gowa. Jurnal Manajemen Profitability. Makassar.

(http://www.academia.edu)

Brata. 2003. Dasar-Dasar Pelayanan Prima. Editor Rayendra L. Toruan. Jakarta: Penenrbit PT Elex Media Komputindo Kelompok Gramedia.

Dwi, Aryani dan Febrina Rosinta. 2010. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi, Volume 17, No. 2.

(Journal.ui.ac.id)

Giese & Cote. 2000. Academy Of Marketing Science Review. Defining Consumer.

Hendro, Ir. 2011. Dasar-Dasar Kewirausahaan. Jakarta: Penerbit Erlangga.

Husnul, Andi Asrul. 2014. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. Bank Pembangunan Daerah Sulawesi Selatan & Sulawesi Barat Cabang Jeneponto.Skripsi.

(http://respository.unhas.ac.id)

Kasmir. 2005. Etika Custumer Service. edisi pertama. cetakan pertama. Jakarta: Penerbit Raja Grafindo Persada,

Kotler Philip dan A.B. Susanto. 2000. Manajemen Pemasaran, Edisi Kesebelasan Jilid 1, Alih Bahasa Benyamin Molan, Editor Yenna Waldemas. Jakarta Indeks.

Loina. 2001. Hubungan Masyarakat Membina Hubungan Baik Dengan Publik.

Lupiyoadi, Hamdani. 2006. Manajemen Pemasan Jasa. Edisi Kedua. Jakarta: Penerbit Salemba Empat.

Misna, 2018. Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Bertransaksi Pada PT. Bank Rakyat Indonesia (Persero) Tbk,Cabang Kabupaten Barru. Skripsi

Nining, Catur Pawestriningtyas, dkk. 2016. Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Nasabah (Survei Pada Nasabah Perum Pegadaian Kantor Cabang Syariah Tlogomas Malang). Jurnal Administrasi Bisnis (JAB) Vol. 32 No. 2.

(http://media.neliti.com)

Nur, Fajri. 2018. Pengaruh Kualitas Pelayanan Karyawan Terhadap Tingkat Kepuasan Nasabah Pada Bank BTPN Cabang Sungguminasa Kabupaten Gowa. Skripsi.

Singgih Santoso. 2000. Statistika Untuk Penelitian. Alfabeta. Bandung

Tjiptono. 2011. Sistem Manajemen Strategic. Jakarta.

Tjiptono, Fandy dan Gregorius Chandra. 2005. Service, Quality dan Satisfaction. Penerbit : Andi, Yogyakarta

Tjiptono, Fandy dan Anastasia Diana. 2003. Total Quality Manajemen. Edisi Revisi. Andy: Yogyakarta

Tjiptono, Fandy.2004. Prinsip-Prinsip Total Quality Service. Yogyakarta: Andi Offset.

Undang-Undangan. No. 10 Tahun 1988,Pokok Perbankan.

Zurni, Zahara Samosir. 2005. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Menggunakan Perpustakaan USU. Jurnal Studi Perpustakaan dan Informasi, Vol. 1, No. 1.

(repository.usu.ac.id)

http//contohskripsikoe.blokspot.com/2013/02

DOI: https://doi.org/10.26618/profitability.v4i1.3051

Refbacks

There are currently no refbacks.

Jurnal ilmu Manajemen Profitability Is Licenced Under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License

Username
Password
Remember me