ABSTRACT
This research was conducted at Bank Mandiri Branch of Timor Leste, Dili. Bank Mandiri is one of foreign banks in Timor Leste. The main reason for choosing it as the object of this research is that it is still facing obstacles in its services, especially on the front liner such as teller and customer service. The data is obtained from customer complaints when researchers performed direct observations. On a normal day, a customer needs approximately 1.5 to 3 hours to make transactions. If there is a big day, customer complaints are increasing because sometimes it takes more than 1 day to do transactions. The purpose of this study is to determine respondents’ assessment about the dimensions of service quality, satisfaction level, and the influence of the dimensions of service quality to customers’ satisfaction either partially or simultaneously. This research applies quantitative method by using purposive sampling technique in order to obtain the samples. The data were collected from 400 respondents through questionnaires distributed both on line and off line. The result of the descriptive analysis indicates that the score for each dimension from the highest to the lowest are Tangibles, Responsiveness, Assurance, Reliability and Empathy respectively. Customer Satisfaction indicates the score of 59.6%, while the Multiple Linear Regression Analysis result shows that Service Quality simultaneously influences the Customer Satisfaction. Improving the quality of teller service should be pursued in relation to tangibles, responsiveness, assurance, reliability, and empathy variables, such as providing comfortable seating with attractive designs, providing a convenient queue for customers, increasing teller’s knowledge of Bank Mandiri products, giving service time as promised, and applying ethical attention when communicating with customers.
