Pengaruh Kualitas Pelayanan, Kualitas Kerelasian, dan Promosi terhadap Kepuasan Nasabah Prioritas Bank Mandiri KC Banjarmasin

Harries Madiistriyatno, Rizki Afdal

Abstract


This research aims to determine and analyze the influence of Service Quality, Relation Quality, and Promotion, either partially or simultaneously on the priority of PT. Bank Mandiri (Persero) KC Banjarmasin. This study uses a quantitative approach with a questionnaire method as data collection. The analysis technique used is descriptive and explanatory analysis, to explain causal relationships and hypothesis testing. The results showed that Service Quality, Relation Quality, and Promotion had a significant effect on Customer Satisfaction either partially or simultaneously.

Keywords : Service quality, relationship quality, promotion, customer satisfaction


ABSTRAK
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Kualitas Pelayanan, Kualitas Kerelasian, dan Promosi, baik secara parsial maupun simultan terhadap Kepuasan Nasabah prioritas PT. Bank Mandiri (Persero) KC Banjarmasin. Penelitian ini menggunakan pendekatan kuantitatif dengan metode kuesioner sebagai pengumpulan data. Teknik analisis yang digunakan adalah analisis deskriptif dan eksplanatori, untuk menjelaskan hubungan kausal dan pengujian hipotesis. Hasil penelitian menunjukkan bahwa Kualitas Pelayanan, Kualitas Kerelasian, dan Promosi berpengaruh secara signifikan terhadap Kepuasan Nasabah baik secara parsial maupun simultan.

Kata kunci : Kualitas pelayanan, kualitas kerelasian, promosi, kepuasan nasabah


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DOI: https://doi.org/10.32487/jshp.v5i2.984

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