Service Quality and Banking Program Variety Effects on Customer Satisfaction at Bank BPD Bali
DOI:
https://doi.org/10.61536/escalate.v4i4.770Keywords:
Service Quality, Banking Program Variety, Customer Satisfaction, Digital Banking, Banking ServicesAbstract
This study examines the effects of service quality and banking program variety on customer satisfaction at PT Bank Pembangunan Daerah Bali, Medistra Hospital Sub-Branch, Denpasar. A quantitative associative survey involved 100 customers selected through simple random sampling from a population of 9,935. Data were collected using a five-point Likert-scale questionnaire and analyzed with SPSS 23 using instrument tests, classical assumption tests, multiple linear regression, t-tests, an F-test, and R². The results show that service quality has a positive and significant effect on customer satisfaction (B = 0.525; t = 6.663; p < 0.001), as does banking program variety (B = 0.384; t = 4.823; p < 0.001). The model is jointly significant (F = 36.239; p < 0.001) and explains 42.8% of customer satisfaction variance (R² = 0.428). The findings indicate that responsive service and adaptive savings and digital banking programs should be strengthened simultaneously.
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