STUDY OF THE IMPLEMENTATION OF BUSINESS ETHICS PRACTICES IN THE OPERATIONS OF THE DIGITAL ONLINE SHOP LINSHOP: STUDY OF THE IMPLEMENTATION OF BUSINESS ETHICS PRACTICES IN THE OPERATIONS OF THE DIGITAL ONLINE SHOP LINSHOP

Hersanius Kurnia Peong; Vina Lucyana; Laurensius Sandrio

doi:10.63604/vebkn746

Penulis

Hersanius Kurnia Peong Politeknik eLBajo Commodus, Labuan Bajo, Indonesia
Vina Lucyana Universitas Terbuka, Indonesia
Laurensius Sandrio Politeknik eLBajo Commodus, Labuan Bajo, Indonesia

DOI:

https://doi.org/10.63604/vebkn746

Kata Kunci:

Product quality, service quality, customer satisfaction

Abstrak

This study aims to analyze the influence of product quality and service quality on customer satisfaction
at Bank Eka Metro. Competition in the current banking industry demands that every financial institution
continuously improve product and service quality to maintain customer loyalty. This study employed a
quantitative approach with a survey method, distributing questionnaires to 50 respondents who were
active customers of Bank Eka Metro. The data analysis technique used was multiple linear regression
with the assistance of SPSS version 23. The results of the study indicate that, partially, product quality
has a positive and significant effect on customer satisfaction. Similarly, service quality has a positive and
significant effect on customer satisfaction. Simultaneously, both variables also have a positive and
significant effect on Bank Eka Metro customer satisfaction.

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Customer Satisfaction in The Banking Industry: An Empirical Analysis of Product and Service Quality at Eka Metro Bank