The influence of service quality and product innovation on customer satisfaction at bank mandiri taspen
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Published:
Nov 30, 2024
Keywords:
Customers, Digital Banking, Mandiri Taspen, Products, Services
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Economy
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Abstract
This study aims to analyze the effect of product innovation and service quality on customer satisfaction at Bank Mandiri Taspen. A quantitative approach with simple random sampling method was used to collect data from 91 customers in Mataram City, NTB. Data were obtained through an online questionnaire with a Likert scale and analyzed using multiple linear regression through SPSS. The validity test with Pearson correlation indicated a very strong and significant relationship between service quality, product innovation, and customer satisfaction, with a correlation value above 0.98 at the 99% significance level. In addition, the reliability test using Cronbach's Alpha gave a value of 0.997, which indicates that the measurement instrument has a very high level of internal consistency. The results showed that product innovation and service quality had a significant effect on customer satisfaction, with unstandardized coefficients of 1.332 and -0.351, respectively. The R Square value of 0.990 indicates that these two variables explain 99% of the variation in customer satisfaction. This research is in line with previous studies that emphasize the importance of product innovation in improving customer satisfaction. Bank Mandiri Taspen is advised to continue to innovate their products and improve aspects of service quality that may be less satisfying for customers. Future research is recommended to explore other factors such as customer trust and user experience in the context of digital banking
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Istiqlal, I. and Hadi, S. . (2024) “The influence of service quality and product innovation on customer satisfaction at bank mandiri taspen”, Jurnal Mantik, 8(3), pp. 1528-1539. doi: 10.35335/mantik.v8i3.5753.
References
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Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland). https://doi.org/10.3390/su11041113
Prakoso, F., Albrian, Nurul Aeni Wulandari, R., Trisnawati, Novi, Soesatyo, Yoyok, Fitrayati, Dhiah, Rachmawati, Lucky, Yonisa Kurniawan, R., Mustika Dewi, R., Abdul Ghofur, M., Sholikhah, M., Hakim, L., Marlena, N., Widayati, I., Hapsari, A., … Hendi Andriansyah, E. (2017). Reliability, Responsiveness, Assurance, Empathy, And Tangible: Still Can Satisfy The Customer? International Journal of Business and Management Invention ISSN.
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Setiobudi, A. (2021). The Effect of Product Innovation on Interest with Satisfaction as Mediation. Review of Management and Entrepreneurship. https://doi.org/10.37715/rme.v5i1.1640
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research. https://doi.org/10.51505/ijebmr.2022.6924
Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business. https://doi.org/10.52970/grmapb.v1i2.103
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management. https://doi.org/10.1080/23311975.2021.1937847
Susanto, S. A., Manek, M. V., Setiawan, R. A., & Mustikasari, F. (2023). Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia. Devotion?: Journal of Research and Community Service. https://doi.org/10.59188/devotion.v4i8.544
Syariful, A. Y., Saparso, & Lumbantobing, R. (2023). The effect of product innovation and service quality on customer loyalty is mediated by customer satisfaction at PT KB Finansia Multifinance (Kredit plus) Tasikmalaya. Enrichment?: Journal of Management. https://doi.org/10.35335/enrichment.v13i1.1303
Taherdoost, H. (2016). Sampling Methods in Research Methodology?; How to Choose a Sampling Technique for Research. International Journal of Academic Research in Management (IJARM), Helvetic Editions, 2016, 5. ffhal-02546796. International Journal of Academic Research in Management (IJARM).
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-02-2019-0030
YuSheng, K., & Ibrahim, M. (2020). Innovation Capabilities, Innovation Types, and Firm Performance: Evidence From the Banking Sector of Ghana. SAGE Open. https://doi.org/10.1177/2158244020920892
Zhao, Q., Tsai, P. H., & Wang, J. L. (2019). Improving financial service innovation strategies for enhancing China’s banking industry competitive advantage during the fintech revolution: A hybrid MCDM model. Sustainability (Switzerland). https://doi.org/10.3390/su11051419
Ati, A., Shabri, M., Azis, N., & Hamid, A. (2020). Mediating the effects of customer satisfaction and bank reputation on the relationship between services quality and loyalty of islamic banking customers. Malaysian Journal of Consumer and Family Economics.
Basar, D. N., & Nur, I. (2023). The Principle of Reciprocal Justice in Murabahah Financing at Sharia Rural Financing Banks. International Journal of Law and Politics Studies. https://doi.org/10.32996/ijlps.2023.5.3.9
Berraies, S., & Hamouda, M. (2018). Customer empowerment and firms’ performance: The mediating effects of innovation and customer satisfaction. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-10-2016-0150
Bungatang, B., & Reynel, R. (2021). The Effect of Service Quality Elements on Customer Satisfaction. Golden Ratio of Marketing and Applied Psychology of Business. https://doi.org/10.52970/grmapb.v1i2.102
Cui, A. S., & Wu, F. (2016). Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-015-0433-x
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality and Reliability Management. https://doi.org/10.1108/IJQRM-01-2017-0008
Hoe, L. C., & Mansori, S. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing. https://doi.org/10.5296/ijim.v3i1.13959
Kuncoro, H. A. D. P., & Kusumawati, N. (2021). a Study of Customer Preference, Customer Perceived Value, Sales Promotion, and Social Media Marketing Towards Purchase Decision of Sleeping Product in Generation Z. Advanced International Journal of Business, Entrepreneurship and SMEs, 3(9), 265–276. https://doi.org/10.35631/aijbes.39018
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society. https://doi.org/10.1016/j.techsoc.2020.101487
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management. https://doi.org/10.1108/EJIM-09-2017-0117
Marei, A., Al-Haddad, S., Daoud, L., Habashneh, A., Fariz, R., & Aldamisi, R. (2022). The impact of innovation on customer satisfaction in the commercial banks: Business performance as a mediating variable. Uncertain Supply Chain Management. https://doi.org/10.5267/j.uscm.2022.3.006
Mitang, B. B., & Kiha, E. K. (2023). Analysis of public service cauldron on customer satisfaction at bank Republik Indonesia Kefamenanu branch. JPPI (Jurnal Penelitian Pendidikan Indonesia). https://doi.org/10.29210/020231758
Mustofa, & Hidayat, A. (2023). The Influence Of Service Quality Customer Service On Customer Satisfaction At PT. Bank Negara Indonesia (Persero) Tbk Jember Branch. PROCEEDING INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS AND INFORMATION TECHNOLOGY (ICEBIT). https://doi.org/10.31967/prmandala.v4i0.806
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences. https://doi.org/10.29244/jcs.7.1.34-50
Najib, M. F., & Sosianika, A. (2019). Retail service quality, satisfaction, and trust: The key to shopper loyalty in the context of the Indonesian traditional market. International Journal of Electronic Marketing and Retailing. https://doi.org/10.1504/IJEMR.2019.104216
Nemneichong, & Prof. Robita Sorokhaibam. (2022). THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS. EPRA International Journal of Multidisciplinary Research (IJMR). https://doi.org/10.36713/epra11080
Ngo, N. D. K., Tansuchat, R., Cu, P. Van, Mau, T. N., Kohda, Y., & Huynh, V. N. (2023). A Customer-Driven Evaluation Method for Service Innovation in Banking. IEEE Access. https://doi.org/10.1109/ACCESS.2023.3292123
Nismawati, I., Umaruzzaman, U., & Puspitaloka Mahadewi, E. (2022). Implication of BPJS for Private Health Insurance Marketing and Business Competition in Indonesia. International Journal of Health and Pharmaceutical (IJHP). https://doi.org/10.51601/ijhp.v2i3.96
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland). https://doi.org/10.3390/su11041113
Prakoso, F., Albrian, Nurul Aeni Wulandari, R., Trisnawati, Novi, Soesatyo, Yoyok, Fitrayati, Dhiah, Rachmawati, Lucky, Yonisa Kurniawan, R., Mustika Dewi, R., Abdul Ghofur, M., Sholikhah, M., Hakim, L., Marlena, N., Widayati, I., Hapsari, A., … Hendi Andriansyah, E. (2017). Reliability, Responsiveness, Assurance, Empathy, And Tangible: Still Can Satisfy The Customer? International Journal of Business and Management Invention ISSN.
Prawira, J. (2016). pengaruh kualitas pelayanan frontliner terhadap loyalitas nasabah pada bank mandiri syariah cabang panglima polim jakarta selatan. In skripsi.
Rozali, M. (2021). Pengaruh Penggunaan Aplikasi Otentikasi Terhadap Kepuasan Nasabah Dalam Bertransaksi (Studi Kasus PT Taspen Persero Cabang Utama Medan). In Jurnal Administrasi Publik (JAP).
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Setiobudi, A. (2021). The Effect of Product Innovation on Interest with Satisfaction as Mediation. Review of Management and Entrepreneurship. https://doi.org/10.37715/rme.v5i1.1640
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research. https://doi.org/10.51505/ijebmr.2022.6924
Sugiarto, S., & Octaviana, V. (2021). Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study. Golden Ratio of Marketing and Applied Psychology of Business. https://doi.org/10.52970/grmapb.v1i2.103
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management. https://doi.org/10.1080/23311975.2021.1937847
Susanto, S. A., Manek, M. V., Setiawan, R. A., & Mustikasari, F. (2023). Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia. Devotion?: Journal of Research and Community Service. https://doi.org/10.59188/devotion.v4i8.544
Syariful, A. Y., Saparso, & Lumbantobing, R. (2023). The effect of product innovation and service quality on customer loyalty is mediated by customer satisfaction at PT KB Finansia Multifinance (Kredit plus) Tasikmalaya. Enrichment?: Journal of Management. https://doi.org/10.35335/enrichment.v13i1.1303
Taherdoost, H. (2016). Sampling Methods in Research Methodology?; How to Choose a Sampling Technique for Research. International Journal of Academic Research in Management (IJARM), Helvetic Editions, 2016, 5. ffhal-02546796. International Journal of Academic Research in Management (IJARM).
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-02-2019-0030
YuSheng, K., & Ibrahim, M. (2020). Innovation Capabilities, Innovation Types, and Firm Performance: Evidence From the Banking Sector of Ghana. SAGE Open. https://doi.org/10.1177/2158244020920892
Zhao, Q., Tsai, P. H., & Wang, J. L. (2019). Improving financial service innovation strategies for enhancing China’s banking industry competitive advantage during the fintech revolution: A hybrid MCDM model. Sustainability (Switzerland). https://doi.org/10.3390/su11051419
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