PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH DI BANK SUMSEL BABEL CABANG PEMBANTU LEMABANG KOTA PALEMBANG

This study aims to determine the effect of customer service quality on customer satisfaction. The service quality in question includes tangibles, reliability, responsiveness, assurance, and empathy. The method used was quantitative, with data collection techniques using questionnaires distributed to customers. The analysis results indicate that customer service quality has a positive and significant effect on customer satisfaction. This indicates that the better the service provided, the higher the level of customer satisfaction. These findings are expected to provide input for banks in improving service quality to maintain customer satisfaction.
Keywords: Service Quality, Customer Satisfaction