Customer Satisfaction: A Case Study
b. Effect of service quality reliability on customer satisfaction
According to M. Rianto Al-Arif (2012: 198) reliability is the ability to provide services in accordance with promised, reliable, accurate and consistent. A bank capable of providing services in accordance with what has been promised through the promotion will provide customer satisfaction. According to Muhammad Adam (2015: 14) there are some reliability factors that include in the criteria of assessment of service quality include:
1. The ability of employees to keep promises in accordance with certain services that have been promised.
2. The desire of employees to solve the problems faced by customers with sincere and earnest.
3. The ability of employees to provide precise and accurate services that can be perceived benefits.
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The ability of employees to perform services quickly and responsive.
3. The desire of employees to be able to help customers with the problem.
4. The ability of employees to provide continuous good service.
Relationship responsiveness with customer satisfaction is responsiveness has a positive effect on customer satisfaction. The higher the customer's expectation toward responsiveness, the higher the customer's satisfaction. Erwin Nurjadin (2008) and Diogenes Saputra (2013) which found evidence that responsiveness has a positive and significant impact on customer satisfaction.
d. Influence of quality assurance service to customer satisfaction
According to M. Rianto Al-Arif (2012: 198offered to customers. Muhammad Adam (2015: 14), stated that there is an assurance criterion from a Bank that becomes an assessment of service quality which includes:
1. The Bank's ability to foster trust and confidence in its customers,
2. The Bank's ability to provide guarantees or warranties for its services,
3. The Bank's ability to provide courteous and friendly service,
4. The ability of the Bank to provide services and answer customer questions properly and correctly based on the knowledge of
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