The effect of people, process, and physical evidence on customer satisfaction
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Dec 19, 2023
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Abstract
This study aims to determine whether people, process, and physical evidence affect customer satisfaction at a private bank in the city of Palembang. This type of research is quantitative. The population is 1500 customers with a sample of 100 respondents using accidental sampling. Data analysis techniques used descriptive statistical tests, instrument quality tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The results of the study stated that people, process, and physical evidence had an effect on customer satisfaction at one of the private banks in the city of Palembang.
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How to Cite
Rionando, R., & Wadud, M. (2023). The effect of people, process, and physical evidence on customer satisfaction. Enrichment : Journal of Management, 13(5), 3233-3243. https://doi.org/10.35335/enrichment.v13i5.1721
References
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Silaen, S. (2018). Metodologi penelitian sosial untuk penulisan skripsi dan tesis (Revisi). In Media.
Tjiptono, F., C. G. (2011). Service, Quality & Satisfaction. Yogyakarta : ANDI.
Darmawan, D., & Grenier, E. (2021). Competitive Advantage and Service Marketing Mix. Journal of Social Science Studies (JOS3), 1(2), 75–80.
Darmawi, H. (2018). Manajemen perbankan. Bumi Aksara.
Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608–620.
Dewantara, B., Nazaruddin, A., & Maulana, A. (2020). Pengaruh People, Process, Dan Physical Evidence Terhadap Kepuasan Konsumen (Studi Kasus Pada Konsumen Bioskop CGV Cinemas Di Mall Social Market Kota Palembang). Universitas Sriwijaya.
Filansyah, S. E. (2022). Pengaruh People Dan Physical Evidence Terhadap Kepuasan Pasien Di RSUD Bima. Jurnal Satyagraha, 05(02), 120–129. https://doi.org/10.1134/S0514749219040037
Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21 Update PLS Regresi (Ed. 7). Badan Penerbit Undip.
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 Ed. 9, Cet. IX. Badan Penerbit Universitas Diponegoro.
Handayati, R., & Mahmudah, H. (2020). Analisis Pengaruh People, Physical Evidence, Dan Product Terhadap Keputusan Pembelian Konsumen Pada Mitra Jaya Optik Lamongan. Media Mahardhika, 18(3), 447–459. https://doi.org/10.29062/mahardika.v18i3.182
Jogiyanto, H. (2016). Metodologi Penelitian Bisnis: Salah Kaprah dan Pengalaman-pengalaman. BPFE UGM.
Karinto, S. S., Arifin, M. Z., & Fadhli, K. (2021). Pengaruh people,proces,Physical eviden terhadap kepuasan konsumen dimasa pandemi. Journal of Educatio n and Management Studies, 4(1), 7–14.
Kasmir. (2018). Dasar-dasar perbankan (Revisi 201). Depok : Rajawali Pers, 2018 © 2002.
Lupiyoadi, R. (2013). Manajemen pemasaran jasa berbasis kompetensi - 2013 (3rd ed.). Salemba Empat.
Mappadeceng, R., Iskandar, F., & Rustiela, D. (2022). Pengaruh People dan Physical Evidence terhadap Kepuasan Pasien Rawat Inap pada RSUD Ahmad Ripin Muaro Jambi. Eksis: Jurnal Ilmiah Ekonomi Dan Bisnis, 13(2), 127. https://doi.org/10.33087/eksis.v13i2.327
McCombes, S. (2019). Sampling Methods _ Types, Techniques & Examples. In Article.
Othman, B., Harun, A., Rashid, W., Nazeer, S., Kassim, A., & Kadhim, K. (2019). The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia. Management Science Letters, 9(6), 865–876.
Putri, D. A. (2019). Pengaruh Orang (People), Bukti Fisik (Physical Evidence), Dan Proses (Process) Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah BPRS Suriyah KC Semarang. IAIN Salatiga.
Rahmawati, A. Y., Hartono, & Hidayat, M. S. (2022). Pengaruh Bauran Pemasaran 7P (Product, Price, Place, Promotion, Process, Physical Evidence, dan People) Terhadap Kepuasan Pasien. Jurnal Ilmu Sosial, Manajemen, Dan Akuntansi (JISMA), 1(3), 149–158.
Sanjaya, S., & Yuliastanty, S. (2017). Pengaruh People, Process, Dan Physical Evidence Terhadap Kepuasan Atas Pelayanan Pada Rumah Sakit Siti Rahmah Kota Padang. UNES Journal of Social And Economics Research, 2(1), 058. https://doi.org/10.31933/ujser.2.1.058-064.2017
Setianto, D. Y., Hidayatullah, N., & Sudrajat, A. (2020). PENGARUH PEOPLE, PROCESS, DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN PT KERETA COMMUTER INDONESIA (KCI) Dendi Yulis Setianto 1* , Nur Hidayatullah 1 , Ajat Sudrajat 1 1. Jurnal Ekonomi, Bisnis, Dan Akuntansi, 22(2), 232–242.
Silaen, S. (2018). Metodologi penelitian sosial untuk penulisan skripsi dan tesis (Revisi). In Media.
Tjiptono, F., C. G. (2011). Service, Quality & Satisfaction. Yogyakarta : ANDI.