Analisis Pengaruh Service Quality Terhadap Customer Behavior (Studi Pada Nasabah Bank Panin Cabang Singkawang)

Abstract

This study aims to determine the effects of service qualitythrough customer behavior (A Study on Customer Panin Bank In Singkawang Branch). The sample of this study consisted of 100 respondents of customer of Panin Bank, Singkawang with the object of research is PT Panin Bank, Tbk KCPSingkawang. The samples on this research 100 customers who has using a PT Panin Bank, Tbk product with the non probability sampling technique, that is purposive sampling technique. The results of this research show the dimensions of service quality that is tangibles, reliability, responsiveness, assurance, and Empathy affects customer behavior.

Key Words : Service Quality and Customer Behavior