ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA LAYANAN AUTOMATED TELLER MACHINE (ATM) (STUDI KASUS PADA BANK MANDIRI DI PONTIANAK)

  • Sugianto Sugianto
  • Vivi Vivi
Keywords: service quality, automatic teller machine

Abstract

Service quality is the best assurance for customer loyalty. High quality of service will result in high customer satisfaction, therefore the quality improvement program will generally increase the profitability. In order to improve service quality to customers, bank provides facilities in the form of provision of ATM machines (Automatic Teller Machine). ATM machines provide convenience for customers in conducting banking transactions, such as checking balances, cash withdrawals, remittances, bill payment of credit cards, telephone, electricity, water and others. This study aims to determine the influence of service quality on customer satisfaction of Mandiri Bank’s Automated Teller Machine (ATM) service in Pontianak. The sample in this research is customer of Mandiri Bank in Pontianak which amounted to 50 respondents. The sampling technique used is simple random sampling. Data were collected through questionnaires, interviews and literature studies. The conclusion of this study is that the five variables (reliability, responsiveness, assurance, empathy, tangible) affect customer satisfaction of Mandiri Bank’s Automated Teller Machine (ATM) service. The authors suggest that Mandiri Bank improve its ATM services, increase the number of ATM machines, add videocall features on Mandiri Call, assign security personnel to secure the ATM gallery room , perform optimal maintenance of its ATM machine, and repair damaged ATM machine buttons.

Published
2019-03-23
Section
Articles