The Effect of Service Quality on Customer Satisfaction with the BTN Juara Savings Account at Bank Tabungan Negara (Persero) Tbk, Manado Branch
DOI:
https://doi.org/10.35797/ejp.v7i1.61226Keywords:
Service Quality, Customer Satisfaction, Bank Tabungan Negara (Persero) TbkAbstract
The purpose of this study was to determine the effect of service quality on customer satisfaction on BTN Juara savings at Bank Tabungan Negara Manado Branch. The approach used in this research is quantitative method, with a focus on State Savings Bank (BTN) customers who use BTN Juara savings products as a population. The sample was taken by purposive sampling, with a total of 100 participants. For data analysis, this study will implement the coefficient of determination (R2) technique, as well as the T test and simple linear regression test. This research will also apply the validity and reliability tests, along with the normality test to ensure that the data obtained is accurate and reliable and also to ensure that the data used in statistical analysis follows a normal distribution, which is important for the validity of the analysis results..
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