Meidy LB Pangkey; James DD Massie; Willem JF Alfa Tumbuan
Jurnal: World of Science: Journal on Modern Research Methodologies
ISSN: 2835-3072
Volume: 2, Issue: 1
Tanggal Terbit: 12 January 2023
The purpose of pThis research aims is todetermine the effect of tangible, reliability, responsiveness, assurance and empathy on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado. Method This research is quantitative with data analysis using multiple linear regression tests and hypothesis testing t-test and F-test with a total sample of 100 respondents with customer status inPT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado.The results of this studyshows that: (1)Tangible has a significant positive effect on customer satisfaction PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado (2) Reliability has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado (3) Responsiveness has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado, (4) Assurance has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado, (5) Empathy has a significant positive effect on customer satisfaction at PT. Bank Rakyat Indonesia Unit Wenang Paal Dua Manado.