Kajian Pengaruh Kualitas Pelayanan terhadap Tingkat Kepuasan Nasabah pada Bank Umum
Kata Kunci:
service quality, customer satisfaction, banking, qualitative method, SERVQUALAbstrak
This study aims to analyze the effect of service quality on customer satisfaction in commercial banks. The main issue addressed is how service quality influences customer satisfaction and the factors affecting it. This research uses a qualitative descriptive approach. Data were collected through literature review from journals, books, and related reports within the last five years. Data analysis was conducted through data reduction, data display, and conclusion drawing. The results show that service quality significantly affects customer satisfaction, especially in terms of reliability and responsiveness. However, challenges such as limited human resources and facilities remain. Therefore, continuous improvement in service quality is needed to enhance customer satisfaction.
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