Quality of Service As an Element Improving Customer Satisfaction Bank Mandiri Syariah Regional III Jakarta

Dickdick Sodikin, Abdul Muslim


This study connects service quality with customer satisfaction at Bank Mandiri Syariah Regional Operasional 3 Jakarta. The results of the study concluded that the service received by the customer was in accordance with his expectations even though it was still elements of the service that needed to be improved such as the ability to understand the needs of its customers. From the results of the analysis show a positive influence on service quality on strong and significant customer satisfaction. In connection with the research conducted, it is recommended that management complete facilities to support the improvement of service quality so that customer satisfaction increases so that it becomes a loyal customer.



Influence of Service Quality of Customer Satisfaction.

Full Text:



Assauri, Sofyan. 2014. Basic Marketing Management, Concepts and Strategies. Jakarta: PT. Raja Grafindo

Buchari, Alma., 2011, Marketing Management and Marketing Services, Revised Edition, Bandung: Alfabeta Publisher.

Freddy Rangkuti, 2015, The Concept of Customer Satisfaction, Jakarta: Gramedia Pustaka Utama.

Kasmir, 2010, Banking Management, Jakarta: Raja Grafindo Persada.

Kotler and KL Keller, 2012, Marketing Management. 12th Edition. Prentice Hall. New Jersey. Interpreters of H. Teguh, RA Rusli and B. Molan. 12. Jakarta:Erlangga.

Lovelock, C., J. Wirtz and J. Mussry. 2011. Services Marketing: People, Technology and Strategy. 7th Edition. New Jersey: Prentice Hall.

Lupiyoadi, slow. 2012. ManagementMarketing Services. Jakarta: Four Salemba.

Mardikawati W., and Farida N. (2013). The Influence of Customer Value and Service Quality on Customer Loyalty, through Customer Satisfaction in Bus Efficiency. Journal of Business Administration, 2 (1), p. 64-75.

Moenir, HAS, 2015, Customer Service and Excellent Service, Jakarta.

Sinambela, Litjan Poltak, et al. 2014. Public Service Reform: Theory, Policy, and Implementation. Jakarta: PT Bumi Aksara.

Tjiptono, 2016. Service Quality and Satisfaction. Third Edition. Yogyakarta: Andi.

Yamit, Zulian, 2013, Product and Service Quality Management. Yogyakarta: Ekonesia Publishers.

DOI: https://doi.org/10.31334/bijak.v18i1.908


  • There are currently no refbacks.

Copyright (c) 2021 Majalah Ilmiah Bijak

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats



ISSN 1411-0830 (Media Cetak) 2621-749X (Media Online)
Email :  [email protected] / [email protected]
Website: http://ojs.stiami.ac.id/index.php/bijak/index