The influence of service excellent to customer satisfaction: Study of PT. Bank Rakyat Indonesia Bandar Jaya Branch

This study aims to determine and describe the partial influence of the variables of ability, attitude, appearance, attention, action, responsibility on customer satisfaction at Bank Rakyat Indonesia Bandar Jaya branch, then to determine the magnitude of the simultaneous influence of the variables of ability, attitude, appearance, attention, action, responsibility for customer satisfaction of Bank Rakyat Indonesia Bandar Jaya branch. This study uses a quantitative research paradigm and is included in the type of explanatory research, the population in this study is the customer of the Indonesian People's Bank at the Bandar Jaya branch, the data collection method uses the Purposive Sampling method. The independent variables in this study are ability, attitude, appearance, attention, action, responsibility, while the dependent variable in this study is customer satisfaction. Based on the test results with the partial significant test, the results of this study indicate that the variables of ability, attitude, appearance, attention, action, responsibility each have a significant effect on customer satisfaction at Bank Rakyat Indonesia Bandar Jaya Branch. Based on the results of the simultaneous significant test, the fcount value is 20,081 and ftable is 2,20, so it can be concluded that fcount > ftable, which means that there is a simultaneous influence between the variables of ability, attitude, appearance, attention, action, responsibility on Bank Rakyat customer satisfaction. Indonesia branch of Bandar Jaya and with the coefficient of determination test it is known that the relationship between ability, attitude, appearance, attention, action, responsibility to customer satisfaction is 56.4%.