PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN PENANGANAN KELUHAN TERHADAP KEPUASAN NASABAH PADA PT BANK NEGARA INDONESIA, Tbk KANTOR CABANG SAMARINDA

Abstract

"The Influence of Product Quality, Service Quality and Complaint Handling on Customer Satisfaction at PT Bank Negara Indonesia, Tbk Samarinda Branch Office" Department of Accounting, Finance and Banking Study Program, Samarinda State Polytechnic, Under the guidance of Mr. Yunus Tulak Tandirerung, SE., M.SA, as the first Advisor and Mrs. Sailawati, S. ST., M.Sc, as the second Advisor. The purpose of this study was to determine the effect of product quality, service quality and complaint handling on customer satisfaction at PT Bank Negara Indonesia, Tbk Samarinda Branch Office either partially or simultaneously. The data collection method uses a questionnaire with The number of research samples is 114 respondents. The analytical tools used are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple linear regression analysis test, t test, F test, and R2 test. The results showed that partially product quality, service quality and complaint handling had a positive and significant effect on customer satisfaction. Simultaneously product quality, service quality and complaint handling have a positive and significant effect on customer satisfaction with a significance value of 0.000 <0.05