THE ANALYSIS OF SERVICE QUALITY DIMENSIONS INFLUENCES TOWARD CUSTOMER SATISFACTION OF PEOPLE IN LIPPO CIKARANG IN USING BCA ATM/DEBIT CARD

Abstract

This research presents to analyze the influences of service quality dimensions towards customer satisfaction in using BCA Debit/ATM card. The highest usage of Debit/ATM card makes the commercial banks as the card issuer in Indonesia are compete each other to give an excellent service to the customers.This research was done using questionnaires to the BCA Debit/ATM card holders in Lippo Cikarang. To analyze the data, researchers using statistics tool which is multiple regressions where service quality dimensions: tangible, reliability, responsiveness, assurance, and emphaty are independent variables and customer satisfaction as dependent variables. Based on the data analysis, researcher found that simultaneously all dimensions of service quality has significants influence to affect customer satisfaction but partially, only tangible, reliability, responsiveness and empathy that has significant influence while assurance has not significant influence to affect customer satifaction in using BCA Debit/ATM card.