Impact of Service Quality and Customer Satisfaction on Financial Performance with Customer Satisfaction as Moderation in BPD Kaltim Kaltara

Abstract

The study aims to investigate the effects of service quality and customer satisfaction on financial performance with customer satisfaction moderation in Bank Pembangunan Daerah Kalimantan Timur Kalimantan Utara. Based on a sample of 165 respondent and using structural equation modeling with PLS approach, and moderating effect. The results to show that service quality has a positive and significant effect on financial performance and customer satisfaction and shows that customer satisfaction has a positive and signicant effect on financial performance. Another result of this study indicate that work satisfaction is able to moderate the service quality to financial performance.Similarly, work satisfaction is also able to moderate customer satisfaction with financial performance. Thus it was found that financial performance can be achieved better through achieving work satisfaction for employees to create better service quality and customer satisfaction, esspecially in the baking industry. Finally, customer satisfaction partially moderate the relationship between service quality and customer satisfaction on financial performance. Moreover, the managerial and theoretical implications of the study along with limitations and suggestions for future research have also been discussed.

Keywords: Service quality, customer satisfaction, work satisfaction, financial performance

DOI: 10.7176/EJBM/11-21-14

Publication date:July 31^st 2019