The Influence of Service Quality and Service Innovation on Customer Satisfaction in the City

Abstract

This study aims to determine the level of customer satisfaction with service innovation in terms of digital banking technology, especially the use of e-banking. This research used quantitative methods and data by distributing questionnaires to 400 samples, namely the Sukabumi City and Regency people. They become customers at one of the central banks in Indonesia, namely Bank BRI, Bank Mandiri, Bank BNI or Bank BCA. The sample selection technique used NonProbability.

Convenience sampling and purposive sampling. The result of this study was Service Quality, and Innovation showed an R squared value of 0.567 which means that Service Quality and Innovation can explain or impact Customer Satisfaction in Sukabumi City and Regency of 56.7%.

Keywords: Bank, service quality, service innovations, customer satisfaction