Evaluation of service quality and quality of financial information service system on customer satisfaction: Case study at The Financial Services Authority Solo Office

Fatmah Eka Wulandari; Trio Handoko; Darsono Darsono

doi:10.21744/ijbem.v7n1.2251

Authors

Fatmah Eka Wulandari
fatmaheka27@gmail.com
Tunas Pembangunan University, Surakarta, Indonesia
Trio Handoko Tunas Pembangunan University, Surakarta, Indonesia
Darsono Tunas Pembangunan University, Surakarta, Indonesia

Keywords:

customer satisfaction, quality FISS, service quality and information

Abstract

The objectives to be obtained from the results of this research are: 1) To measure and test the influence, both partially and simultaneously, of knowledge of Service Quality and FSA Financial Information Service System(FISS) Information Quality on Customer Satisfaction at the Solo FSA Office. 2) To find out the factors that have the most dominant influence on Customer Satisfaction at the FSA Solo Office. This research was conducted on approximately 100 FSA Solo Office customers in January. Then 50% or 50 customers were taken to be used as samples. The research results found that both partially and simultaneously there was an influence of Service Quality and FSA FISS Information Quality on Customer Satisfaction at the Solo FSA Office. From the two independent variables, it is known that Service Quality has the most dominant influence on Customer Satisfaction at the FSA Solo Office. The overall research concludes that there is a joint positive and significant influence between Service Quality and FSA FISS Information Quality on Customer Satisfaction at the FSA Solo Office.

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