The Effect of Service Quality to Customer Satisfaction: A Case Study from Timor Leste, Dili
Indrawati, Moises Pinto Henriques

Telkom University

Abstract

This research was conducted at Bank Mandiri Branch of Timor Leste, Dili. In Dili, Bank Mandiri is one of the foreign banks in Timor Leste. The main reason for this study in choosing Bank Mandiri as the object of research is Bank Mandiri is still facing obstacles in its services, especially on the front liner of teller and customer service. This is known from customer complaints when researchers did direct observations. On a normal day, one customer takes approximately 1.5 to 3 hours to make transactions. If there is a big day, customer complaints are increasing because sometimes it takes more than 1 day to do transactions in Bank Mandiri branch of Timor Leste. The purpose of this study is to determine respondents assessment about the dimensions of service quality, satisfaction level, and the influence of the dimensions of service quality to customers satisfaction either partially or simultaneously. The research method used is quantitative method and sampling technique used is purposive sampling. Data were collected from 400 respondents through questionnaires distributed by on line and off line. The result of descriptive analysis shows the score for each dimension from the highest to the lowest respectively are Tangibles which has score 57,8%, Responsiveness 55,2%, Assurance 53,8%, Reliability 53,6% and Empathy has the lowest score 53,1%. Customer Satisfaction has score of 59.6%. Multiple Linear Regression Analysis result shows that Service Quality influences simultaneously to Customer Satisfaction due to the fact that F value(188,5) is more than F table (2,24) and the R square is equal to 70,5%. Improving the quality of service at tellers should be pursued in relation to tangibles, responsiveness, assurance, reliability, and emphaty variables, such as providing comfortable seating with attractive designs, providing a convenient queue for customers. increasing teller knowledge of Bank Mandiri products, service time as promised, and ethical attention when communicate with customers.

Keywords: Service Quality, Customer Satisfaction, Bank Mandiri, Timor Leste

Topic: Marketing Management