Track: Case Studies

Abstract

Banking firms offer facilities as planned by consumers to promote consumer satisfaction. The benefits of the BTPN Operation and the Bank's flagship service are loans related to debtors. From the comfort provided by Bank BTPN in the modern age, this does not mean that digital platforms do not have any disadvantages. Another phenomenon linked to consumer satisfaction is the rise in the number of customers of the BTPN Makassar division. Still, an increase follows the increase in the number of customers in the number of service terminations. This research used a quantitative method that stressed data processing in variable trials to create a significant relationship between accepted variables. The study was performed at Bank BTPN Makassar Branch, Jalan Bawakaraeng No. 170-176, Balana District, Makassar Regency, Makassar City, approximately two months after the proposed review, from October to December 2019. The overall consumer population of the BTPN Makassar Branch with a total of 9.505 people in May 2019, with the number of respondents as many as 99 people who are consumers of sampling strategies utilizing the Slovin formula. This report's findings, which carried out the research and conversation process, indicate a variety of assumptions, namely: 1) Standard of service has a substantial positive effect in improving consumer happiness and customer loyalty. Improving the consistency of the services provided by the BTPN Makassar Branch would enhance customer loyalty. 2) Brand awareness has a detrimental influence but may not substantially improve consumer retention and customer engagement. Understanding high-quality goods from BTPN Makassar Branch customers cannot dramatically improve consumer loyalty.