Analysis of Service Quality on Customer Satisfaction at Bank Mega Trans Studio Mall Bandung with Employee Performance as an Intervening Variable
Abstract
This research aims to study how service quality affects customer satisfaction at Bank Mega Trans Studio Mall Bandung Branch, with employee performance to be labeled as the intervening variable. This research also aims to provide suggestions to Bank Mega Trans Studio Mall Bandung Branch on how to improve their service and customer satisfaction. In this research, case study method was used to investigate the relevant phenomenon. Data collection was conducted through a survey using questionnaires distributed to 367 Bank Mega customers at Trans Studio Mall Bandung Branch. The data was then analyzed by applying classical assumption test and path analysis. This research has a positive impact on the advancement of management science, especially in the field of marketing and customer service. In addition, the results of this research can provide valuable input for Bank Mega Trans Studio Mall Bandung Branch in an effort to improve their customer service and satisfaction. From the results of the study, it was concluded that service quality and employee performance have a positive and significant impact on customer satisfaction. In addition, it was found that employee performance acts as a mediator in the relationship between service quality and customer satisfaction.
Keywords-customer satisfaction, employee performance, service quality
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References
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