Service efficiency affecting customer satisfaction in government financial institutions
Keywords:
Service efficiency, Customer satisfaction, Government financial institutionsAbstract
This study aims to examines the impact of service efficiency on customer satisfaction within government financial institutions. Data was collected by distributing questionnaires to a sample of 385 government financial institution customers. Multiple Regression Analysis was employed to analyze the data. The findings support the hypothesis, indicating that service efficiency significantly affects customer satisfaction in government financial institutions at the 0.001 statistical significance level. Notably, the service efficiency variable with the highest impact on customer satisfaction was progressive service (Beta = 0.497), followed by continuous service (Beta = 0.194), ample service (Beta = 0.173), timely service (Beta = 0.170), and equitable service (Beta = 0.168). These results demonstrate that all aspects of service efficiency influence customer satisfaction in government financial institutions, with progressive service receiving the highest positive evaluation. Progressive service helps bridge the gap between traditional public sector operations and the evolving expectations of customers, who increasingly favor digital and user-friendly services. The study suggests that progressive improvements, such as mobile banking and digital document processing, positively affect customer satisfaction by enhancing accessibility and convenience.
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