Abstract :
Current competition in the banking world has increased. Meanwhile, changes that is
occuring in society where the extraordinary development and information technology
improved rapidly. This relation is to encourage public demand for higher service caused
by customers who have more choices and are very difficult to satisfy them. Because of
demand is high enough banking are required to improve customer service. Furthermore
service quality is the most important factor in creating customer satisfaction. The
dimension of the service quality are tangible, reliability, responsiveness, assurance and
empathy.
This study is a descriptive research. The data collection will be done through a
questionnaire technique and data from the company, then the data will processed by
statistical methods using SPSS 17.0 for Macintosh. Respondents in this research is
saving customer of Mandiri Bank Jakarta Kota branch who have made transactions in
the branch office in the last three months. Non probability sampling technique used in
this research was judgemental sampling. This research used validity test, reliability test
and hypothesis test (t test).
The results of this research shows that in terms of overall and individual dimensions
of service quality that is tangible, reliability, responsiveness, assurance and empathy is
evident that customers are satisfied with the service provided by Mandiri Bank Jakarta
Kota branch. Keywords: customer satisfaction, service quality.