The Effects of Customer Service Quality and Physical Facilities on Customer Satisfaction: The Mediating Role of Customer Experience in the Banking Sector

Yudhi Anto HM, Muspa M, Novita Rosanti

Abstract


This study examines the effects of customer service quality and physical facilities on customer satisfaction, with customer experience serving as a mediating variable, at Bank BRI Enrekang Branch, Indonesia. A quantitative research approach was employed using survey data collected through questionnaires from 99 respondents selected through purposive sampling. The data were analyzed using path analysis and the Sobel test with SPSS. The findings indicate that customer service quality and physical facilities have positive and significant effects on customer experience. Customer service quality also has a positive and significant direct effect on customer satisfaction, whereas the direct effect of physical facilities on customer satisfaction is positive but statistically insignificant. Furthermore, customer experience has a positive and significant effect on customer satisfaction. The mediation analysis confirms that customer experience significantly mediates the relationships between customer service quality and customer satisfaction, as well as between physical facilities and customer satisfaction. These findings highlight the importance of managing customer experience as a mechanism through which service quality and physical facilities contribute to customer satisfaction. Practically, banks should strengthen customer service responsiveness, reliability, and empathy while continuously improving the comfort and functionality of their physical facilities to create positive customer experiences and enhance satisfaction.


Keywords


Customer Service Quality; Physical Facilities; Customer Experience; Customer Satisfaction; Banking Services.

Full Text:

PDF

References


Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.

Azhari, M. I., Fanani, D., & Mawardi, M. K. (2015). Pengaruh customer experience terhadap kepuasan pelanggan dan loyalitas pelanggan (Survei pada pelanggan KFC Kawi Malang). Jurnal Administrasi Bisnis, 28(1), 143–148.

Baquero, A. (2023). Is customer satisfaction achieved only with good hotel facilities? A moderated mediation model. Administrative Sciences, 13(4), Article 108. https://doi.org/10.3390/admsci13040108

Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205

Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.052

Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304

Ghozali, I. (2005). Aplikasi analisis multivariate dengan program SPSS. Badan Penerbit Universitas Diponegoro.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). SAGE Publications.

Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: Toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377–401. https://doi.org/10.1007/s11747-015-0460-7

Hussein, A. S., & Hapsari, R. (2015). Customers’ perceptions of service quality dimensions in the Indonesian banking industry: An empirical study. Journal of Indonesian Economy and Business. https://doi.org/10.22146/jieb.7331

Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-07-2015-0049

Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Impact of service quality, service convenience and perceived price fairness on customer satisfaction in Indian retail banking sector. Management and Labour Studies, 39(2), 127–139. https://doi.org/10.1177/0258042X14558188

Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331–354.

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson.

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.

Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability, 11(4), Article 1113. https://doi.org/10.3390/su11041113

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), 606–622. https://doi.org/10.1108/IJBM-03-2015-0030

Putri, A., Suhartono, C., & Kristanti, M. (2023). Pengaruh kualitas layanan terhadap minat kunjung kembali di restoran Kaizen BBQ Grill & Shabu-Shabu Surabaya dengan customer experience sebagai variabel mediasi. Jurnal Manajemen Perhotelan, 9(1), 46–54. https://doi.org/10.9744/jmp.9.1.46-54

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001

Zahra, A. S., Listyorini, S., & Wijayanto, A. (2023). Pengaruh kualitas pelayanan terhadap kepuasan konsumen melalui customer experience sebagai variabel mediasi (Studi pada konsumen Nasmoco Siliwangi Semarang). Jurnal Ilmu Administrasi Bisnis, 12(2), 484–492. https://doi.org/10.14710/jiab.2023.37778




DOI: https://doi.org/10.5281/zenodo.24028371

Refbacks

  • There are currently no refbacks.


Copyright (c) 2026 Yudhi Anto HM, Muspa M, Novita Rosanti

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Socius: Jurnal Penelitian Ilmu-Ilmu Sosial

ISSN : 3025-6704