Determinants of Customer Satisfaction in Retail Banking (at Customer Bank in Solo, Central Java)

• Main Authors: Wibowo, Agung Ari (Author), , Dr. Anton Agus Setyawan, S.E., M.Si (Author)
• Format: Book
• Published: 2015.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Connect to this object online
• Notes: https://eprints.ums.ac.id/34936/1/01.%20SURAT%20PERNYATAAN%20IJIN%20PUBLIKASI.pdf; https://eprints.ums.ac.id/34936/2/02.%20NASKAH%20PUBLIKASI.pdf; https://eprints.ums.ac.id/34936/3/03.%20HALAMAN%20DEPAN.pdf; https://eprints.ums.ac.id/34936/7/04.%20BAB%20I.pdf; https://eprints.ums.ac.id/34936/8/05.%20BAB%20II.pdf; https://eprints.ums.ac.id/34936/9/06.%20BAB%20III.pdf; https://eprints.ums.ac.id/34936/10/07.%20BAB%20IV.pdf; https://eprints.ums.ac.id/34936/11/08.%20BAB%20V.pdf; https://eprints.ums.ac.id/34936/18/09.%20DAFTAR%20PUSTAKA.pdf; https://eprints.ums.ac.id/34936/21/10.%20LAMPIRAN.pdf
• Keywords: HB Economic Theory

Various businesses competing to seize the banking market by way of satisfying customers. So also with the banks in Solo, Central Java, will be more independent and focused to meet the needs of customers in order to achieve customer satisfaction. In this study the authors use the service quality and service features as independent variables that will be investigated how they affect customer satisfaction. This study was conducted by questionnaire to 100 customer banks in Solo, Central Java, using accidental sampling method is used to determine the questionnaire respondents to each variable. Data that already through validity test, reliability test being research and result this multiples regression equation: Y = 0,262X1 + 0,162X2 Where (Y) is the customer satisfaction variables, (X1) is service quality, (X2) is service feature. Hypothesis testing using the t-test indicates that the two independent variables found to significantly influence the satisfaction dependent variable, then using F-test can be known that the two variables are well deserved to test the customer satisfaction dependent variable. The R square value 0.518 showed that 51.80 percent of customer satisfaction variation can be explained by the two independent variables in the regression equation, while the rest of 48.20 percent is explained by other variables outside of the two variables used in this study.