Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia

Dublin Core

Title

Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia

Creator

Kadek Adelia Nadya Kusuma, Indarini, Dudi Anandya

Proceedings Item Type Metadata

meta_title

Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia

Abstract/Description

This research was conducted to determine the influence of the level of service quality dimensions consisting of reliability, responsiveness, visibility, employee commitment, access to service on customer loyalty and customer satisfaction at BRI Bank in Indonesia. The results of this research can be a reference for companies in improving and maintaining service quality at BRI Bank to satisfy customers and make these customers loyal to use BRI Bank services. This research method uses Structural Equation Modeling (SEM) SPSS 25 and AMOS 24 which aims to analyze the data. This research distributed questionnaires on the Google Form site to 250 respondents and only 244 respondents in Indonesia were used for this research. The results of this research show that visibility, employee commitment, access to service have a positive effect on customer satisfaction; customer satisfaction has a positive effect on customer loyalty; reliability and responsiveness have no effect on customer satisfaction.

publication_date

2024/06/15

pdf_url

https://insyma.org/proceedings/files/original/articles/1_Kadek.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/167

keywords

Customer loyalty, Customer satisfaction, Reliability, Responsiveness, Visibility, Employee Commitment, Access to service

firstpage

1

lastpage

5

issn

3047-857X

conference

Proceedings of the International Symposium on Management (INSYMA)

Volume

21

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Kadek Adelia Nadya Kusuma

Author #2

Indarini

Author #3

Dudi Anandya

no article

167

Files

1_Kadek.pdf

Citation

Kadek Adelia Nadya Kusuma, Indarini, Dudi Anandya, “Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia,” Proceedings of the International Symposium on Management (INSYMA), accessed July 22, 2025, https://insyma.org/proceedings/items/show/167.

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