Haryono, Tarishah Zahmita Davina (2025) Pengaruh Service Quality, Perceived Value, Dan Service Innovation Terhadap Customer Satisfaction Nasabah Bank BCA Di Kota Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
In the midst of increasingly fierce competition, innovation in service quality within the banking sector has become essential to enhance customer satisfaction and maintain competitiveness with other banks. Banks that can adapt to customer needs by implementing the latest innovations tend to gain a competitive advantage. This study aims to analyze the impact of service quality, perceived value, and service innovation on the customer satisfaction of BCA Bank customers in Surabaya. The research adopts a quantitative approach with a non�probability sampling method, specifically judgment sampling. The respondents in this study are BCA Bank customers who meet specific criteria: being at least 17 years old, having been a customer for at least one year, holding a BCA savings account, and having used BCA's banking services at least once in the past three months. The research sample consists of 339 respondents, with data collected through questionnaires. This study employs Structural Equation Modeling (SEM) using Partial Least Square (PLS) and is analyzed through SmartPLS version 4. The findings indicate that service quality, perceived value, and service innovation have a positive and significant effect on customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | TARISHAH ZAHMITA D.H. |
| Date Deposited: | 10 Mar 2025 07:14 |
| Last Modified: | 10 Mar 2025 07:14 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/12927 |
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