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Masters Thesis | Management | Indonesia | Volume 12 Issue 8, August 2023 | Popularity: 4.9 / 10

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Exploring the Interplay of Product Quality and Employee Competence on Customer Satisfaction: A Case Study of BNI Taplus

Nyonky Indrajaya Loukameng, G. M. Djoko Hanantijo

Abstract: This study investigates the influence of product quality on customer satisfaction, considering the moderating role of employee competence, within the context of BNI Taplus Senayan Branch. The research employs a quantitative descriptive approach, with data collected from 100 respondents through questionnaires and documentation. The findings reveal that product quality significantly and positively impacts customer satisfaction. Furthermore, employee competence effectively moderates the relationship between product quality and customer satisfaction, strengthening the impact. The study concludes that product quality and employee competence are integral to achieving customer satisfaction, accounting for 53.2 of its variance. The remaining 46.8 is attributed to other unexplored factors. This research provides valuable insights for banking institutions aiming to enhance customer satisfaction through product and service quality improvements.

Keywords: Product Quality, People Quality, Customer Satisfaction

Edition: Volume 12 Issue 8, August 2023

Pages: 190 - 193

DOI: https://www.doi.org/10.21275/SR23729105029

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