Scientium Management Review

ISSN : 2962-8328
E-ISSN : 2962-6323
Pp : 43-59
Volume 1 No 2 2022

THE EFFECT OF SERVICE QUALITY USING DIGITAL MACHINE ON CUSTOMER

SATISFACTION
(Case Study at PT. Bank Central Asia, Tbk Panakkukang Main Branch Office,
Makassar)

Fince1, Nuraeni Kadir2, Jusni3

1Student of Master Management, Faculty of Economics and Business, Hasanuddin
University; [email protected]
2,3 Hasanuddin University

Abstract
The rapid development of information technology and the internet has
contributed to major changes in the banking service industry. Service quality is an
important factor that supports customer satisfaction. This study aims to determine
the effect of service quality on customer satisfaction. This research uses quantitative
methods. The research population is the customers of the BCA Bank Panakkukang
Main Branch Office, Makassar, totaling 200 customers with the sampling technique,
saturated sampling so that the research sample is 200 customers. Data were
collected using a questionnaire and analyzed using simple regression with the help
of SPSS software, the variables in the study were service quality (X) and customer
satisfaction (Y). The results of the study show that the service uses a digital machine
at PT. Bank Central Asia Tbk. Panakkukang Makassar has an effect on customer
satisfaction. This provides a good response to customer satisfaction in services using
digital banking machines. With the dimensions of service quality consisting of
Reliability, Tangibles, Responsiveness, and Assurance it is found that service quality
using digital machines has a positive and significant effect on customer satisfaction.
Keywords: service quality, customer satisfaction.

1. INTRODUCTION

The rapid development of information technology and the internet has brought
major changes to the banking service industry. Since it was first used by a banking
company from Japan (Sumitomo Bank) in 1997, digital bank services have continued
to progress until now (Deha, 2022). In this digitalization era, banking services in
Indonesia also offer many advantages and conveniences for customers (customers)
through the presence of various types of sophisticated digital machine features.
Various digitalization efforts were carried out by the four largest national
banks in order to support the quality of their services which are interesting for
further study. PT Bank Negara Indonesia Persero Tbk (BNI), for example, is

Scientium Management Review Vol. 1 no. 2 . 2022 43

increasingly active in providing convenience for customers by launching a new
digital application called BNI yep! (Your All Payment) which can be used to make
non-cash transactions without debit or credit cards (Dianto and Marlizar, 2019). The
presence of this application allows customers to transact simply via a smartphone
device with three main sources of funds, namely credit cards, debit cards, and BNI
Electronic Money called UnikQu (BNI, 2018). Where all three are integrated in one
application so that transactions are claimed to be more effective and efficient.
T Bank Central Asia Tbk (BCA) as the largest national private bank that makes
the most transactions tries to change the pattern of customer financial transactions
from conventional services to digital technology services. Apart from making it
easier for customers to make transactions, this type of digital machine service can be
useful for banks in breaking down the number of customer queues at branch offices
so that excess transaction activity does not occur (Mamun and Ningsih, 2021). In the
Financial Services Authority regulation Number 12/PJOK.03/2018 it has been stated
that digital banking services are services for obtaining information, communication
and transactions through electronic media, so that customer service can be faster,
easier and as needed. Digital services can also be carried out independently by
paying attention to security aspects, making it possible for customers to make
transactions and information easily and quickly.
Even though it has a sophisticated technology system with advantages that can
be obtained, the implementation of digital machine services at BCA tends to still have
weaknesses in the form of negative impacts and certain obstacles in it. Among other
things, there is a rule that the use of digital machines mostly relies on Electronic
Identity Cards (e-KTP) as a mandatory requirement for verifying the accuracy of
transactions. Obstacles for prospective customers who do not yet have the
registration process, technical problems with the e-KTP Reader machine that cannot
read the e-KTP due to errors or incompatibilities with Dukcapil data, unreadable
fingerprints on the fingerscan machine during the verification process due to things
Certain conditions, such as the condition of wet fingers and their inaccurate
placement, so that customers still use transactions on digital machines
independently, is another weakness in the implementation of digital banking
machine services.
According to Parasuraman et al. (1988) customer satisfaction can be
influenced by the service quality of a product or service. This is in line with the
Service Quality theory put forward by Lewis and Booms (1983) that Service Quality
is a comparison of perceived expectations with perceived performance so that it has
the opportunity to achieve customer satisfaction. The quality of service (Service
Quality) is multidimensional and can vary depending on the type of product or
service industry that is different (Brady and Cronin, 2001).
Even though it has a sophisticated technology system with advantages that can
be obtained, the implementation of digital machine services at BCA tends to still have
weaknesses in the form of negative impacts and certain obstacles in it. Among other
things, there is a rule that the use of digital machines mostly relies on Electronic
Identity Cards (e-KTP) as a mandatory requirement for verifying the accuracy of
transactions. Obstacles for prospective customers who do not yet have the
registration process, technical problems with the e-KTP Reader machine that cannot
read the e-KTP due to errors or incompatibilities with Dukcapil data, unreadable

44 Scientium Management Review Vol. 1 no. 2 . 2022

fingerprints on the fingerscan machine during the verification process due to things
Certain conditions, such as the condition of wet fingers and their inaccurate
placement, so that customers still use transactions on digital machines
independently, is another weakness in the implementation of digital banking
machine services.
One form of Service Quality in the banking industry is the experience that
customers have had with services holistically, including services performed through
digital banking machines (e-Service, STAR Teller and Digital Customer Service) at
Bank BCA KCU Panakkukang Makassar. These three types of digital machine services
are thought to have a positive impact that can help make services more effective and
efficient. In terms of the most important positive impact, it can accelerate and
facilitate customers in terms of managing their finances independently.
E-Service is a digital machine that is used to open accounts, print account
books, change account books, register and activate mobile and internet banking that
can be done by customers themselves. While the STAR Teller is a machine for
depositing and withdrawing cash by entering money or taking money directly at the
machine without the need for manual calculations by the Teller officer. The Digital
Customer Service is a digital machine that is used to print new ATM cards, replace
ATM cards, unblock ATM cards that can be done independently, can be accessed at
any time. With these three types of digital machine services, bank officers only need
to control the tool or machine so that its performance remains optimal (Aji and
Sumitro, 2020).
he author considers it necessary to conduct further research regarding customer
satisfaction, especially related to service quality through the implementation of
digital machines at BCA KCU Panakkukang. The author views that satisfaction is very
important to be studied further. This is because satisfaction is an indicator of the
success of a company in meeting consumer expectations or expectations. In addition,
those who are loyal will generally continue to use the brand even though they are
presented with many alternative competing brands that offer similar products or
services. Therefore the variable used here is Customer Satisfaction as the dependent
variable with Service Quality as the independent variable. The main theory used in
the analysis here is the Service Quality theory put forward by Lewis and Booms
(1983). The author uses four proxies for the Service Quality variable on digital
machines adapted from this theory, namely reliability, responsiveness, assurance,
and tangible.
The purpose of this study was to analyze the effect of service quality using digital
machines on customer satisfaction at PT. Bank Central Asia, Tbk Panakkukang Main
Branch Office, Makassar

2. LITERATURE REVIEW
Service Quality
Kotler and Keller (2013) define service quality as "Quality is the totality of
features and a characteristics of a product or service that bears on I'ts ability to
satisfy stated or implied needs. "Service quality is the totality of the characteristics
and characteristics of a particular product or service, including its ability to provide
a sense of satisfaction or need indirectly. Lewis and Booms in Tjiptono and Chandra
(2011) define service quality as a measure of how well a product or service provided

Scientium Management Review Vol. 1 no. 2 . 2022 45

by a company is able to meet consumer expectations.Parasuraman and Fitzsimmons
(2011) revealed that service quality has five main dimensions. The five dimensions
include reliability, responsiveness, assurance, empathy, and tangible variables. The
following is a description of the five dimensions of service quality.

Customer Satisfaction
According to Kotler and Keller (2013) customer satisfaction is a feeling that
reflects one's assessment of perceived product performance in relation to
expectations. Assuming that if the performance drops below expectations,
customers tend to be disappointed. If performance matches expectations, the
customer will be satisfied. Whereas if it exceeds both, the customer feels happy.
Customer satisfaction is a prelude to repurchasing by consumers and triggering
consumer retention which ultimately benefits the company. Consumer satisfaction
can provide many advantages for companies where one of the most important is
enabling the achievement of customer loyalty (Lovelock et al 2005:395).
Zeithaml and Bitner (1996) divided five factors that can affect the level of customer
satisfaction (customer satisfaction). These include product and service features,
consumer emotions, attributions for service success or failure, perceptions of equity
and fairness, and factors other consumers.

Frame Work

Service Quality Customer

(X) Satisfaction(Y)

Picture 1. Service Quality (X), Customer Satisfaction (Y)

Source : Frame of Mind, 2022

3. RESEARCH METHOD
Research Approach
This study used a quantitative research approach because it obtained data in
the form of numbers, the data was obtained from primary data (qualitative) then
quantified and analyzed to test the proposed hypothesis.

The Object of Research

The object of research here is the BCA KCU Panakkukang Makassar which is
the Main Branch Office of the Bank company PT. Bank Central Asia (BCA) Kanwil IV.
This form of service quality implementation in banking companies applies digital

46 Scientium Management Review Vol. 1 no. 2 . 2022

machine services, namely e-Service, STAR Teller and Digital Customer Service.
Considering that this form of banking service is quite comprehensive and
sophisticated, the authors deem it necessary to carry out more in-depth research
regarding the quality of its services which can affect customer satisfaction.

Population or Sample
The population of customers who use BCA digital machine services who have
used the three e-Service services, Digital Customer Service, and STAR Teller for the
last 2 years who live (domicile) in Makassar City is 200 people. The sampling
technique used is side saturation. Saturated sampling is a sampling technique when
all members of the population are used as samples. The reason for choosing the
saturated sampling technique is because the sample studied is the entire population
and to generalize research with small errors. This sampling helps researchers in
statistical calculations by determining the relationship between the two variables.

Method of collecting data

This research is a quantitative research where the goal is to find out the
relationship between two or more variables. Quantitative data types in the form of
numbers are needed to measure the level of customer satisfaction (customer
satisfaction) as the influence of the service quality variable obtained through the
results of questionnaires or questionnaires. In this study, the data sources consist of
two sources, namely primary data sources and secondary data sources. The primary
data source is data that is directly obtained from the location of the research object,
namely customers at the BCA KCU Panakkukang Makassar regarding their
perceptions or experiences using digital machine services in the form of e-Service,
STAR Teller and Digital Customer Service. Meanwhile, secondary data sources were
obtained via the internet as supporting materials from primary data sources.

Variable Operational Definitions

Table 1
Variable Operational Definitions
Variabel Definisi Operasional Dimensi Indikator
Variabel
Customer Customer Conformity of Features as
Satisfaction Satisfaction is a Expectations needed
(Y) person's feeling of
pleasure or
disappointment that Adequate
arises after Facilities
comparing the Attractive
performance Display
(results) of the Interest in Interested in
product in question Reusing using the
with the expected machine again
performance. because of the

Scientium Management Review Vol. 1 no. 2 . 2022 47

 Variabel Definisi Operasional Dimensi Indikator
Variabel
(Phillip Kotler & satisfying
Kevin Lane Keller, features
(2007) Interested in
using the
machine again
because the
supporting
facilities are
satisfactory
Willingness to Willingness to
Recommend Recommend
Recommended
this machine to
friends because
it's fast to use
Recommended
this machine to
friends because
it's safe
Service Service quality is a Tangible Easily accessible
Quality (X) comparison of Attractive
perceived Physical
expectations with Appearance
perceived Complete
performance so that Features
there is an Reliablity Reliable
opportunity to Accurate
achieve customer Responsiveness Quick response
satisfaction. Easy to use
Parasuraman et.al. Assurance Reliable safe
(1998), Lewis and Guaranteed
Booms (1983

Data analysis method

The data analysis model in this study uses simple linear regression with the help of
SPSS for Windows software.

Simple Linear Regression

Simple linear regression is linear regression consisting of 1 dependent variable (Y)

and 1 independent variable (X).
Yt=β0 + β1X1t+ εt

Keterangan :

48 Scientium Management Review Vol. 1 no. 2 . 2022

Y : Dependent Variable – Customer Satisfaction
X : Independent Variable – Service Quality
ε : Error term

Partial Test (t test)

Partial test (t test) is a test conducted to see whether an independent variable
has an effect or not on the dependent variable by comparing the value of tcount with
ttable. The criteria for testing the t test are as follows:
- If the value of t count> t table then the hypothesis is rejected, meaning that these
variables affect the dependent variable.
- If the value of t count <t table then the hypothesis is accepted, meaning that the
variable has no effect on the dependent variable.

RESEARCH RESULT

Instrument Validity Test Result

Table 2
Service Quality Variable Validity Test Results
Number Variable Prob Sig Result
1 X1.1 0,676 0,000 Valid
2 X1.2 0,594 0,000 Valid
3 X1.3 0,698 0,000 Valid
4 X2.1 0,645 0,000 Valid
5 X2.2 0,627 0,000 Valid
6 X3.1 0,634 0,000 Valid
7 X3.2 0,654 0,000 Valid
8 X5.1 0,496 0,000 Valid
9 X5.2 0,502 0,000 Valid
Source: SPSS Data Processing Results, 2022

Based on the results of the validity test, the 9 statement items used to
measure service quality variables have a significance value of <0.05 or an rxy value
> 0.1388 so that all questions in the questionnaire on question items on service
quality variables are valid.
Table 3
Customer Satisfaction Variable Validity Test Results
Number Variable Prob Sig Result
1 Y.1 0,536 0,000 Valid
2 Y.2 0,652 0,000 Valid
3 Y.3 0,296 0,000 Valid
4 Y.4 0,632 0,000 Valid
5 Y.5 0,607 0,000 Valid
6 Y.6 0,619 0,000 Valid

Scientium Management Review Vol. 1 no. 2 . 2022 49

 7 Y.7 0,479 0,000 Valid
8 Y.8 0,263 0,000 Valid
Source: SPSS Data Processing Results, 2022

Based on the results of the validity test, the 8 statement items used to
measure customer satisfaction variables have a significance value of <0.05 or rxy
value > 0.1388 so that all questions in the questionnaire on question items on
customer satisfaction variables are valid.

Reliability Test Results

Table 4
Realibility Test Results
Variabel Items n Cronbach Alpha Result
Service Quality 9 200 0,792 Reliabel
Customer Satisfaction 8 200 0,694 Reliabel
Source: SPSS Data Processing Results, 2022

From Table 4 above it can be seen that the coefficient of Cronbach's Alpha >
0.60 so that all questions in the questionnaire on the variables of service quality and
customer satisfaction are reliable.

Variable Description
Table 5
Description Answer Variable Service Quality
STS (1) TS (2) N (3) S (4) SS (5) Mean
Indicators
F % F % F % F % F %
Tangible 0 0,0% 5 2,5% 25 12,5% 95 47,5% 75 37,5% 4,14
Responsiveness 0 0,0% 0 0,0% 65 32,5% 75 37,5% 60 30% 4,13
Assurance 0 0,0% 9 4,5% 51 25,5% 66 33% 74 37% 4,04
Reliability 1 0,5% 7 3,5% 44 22% 67 33,5% 81 40,5% 4,04
Source: SPSS Data Processing Results, 2022

Based on table 5, it can be seen that the respondent’s answers regarding service
quality (X) are as follows:

1. Statements related to tangible indicators show the distribution of answers

2.5% of respondents disagree, 12.5% answer neutral, 47.5% answer agree
and 37.5% answer strongly agree.
2. Statements related to indicators of responsiveness (responsiveness) show
the distribution of respondents' answers: 32.5% answered neutral, 37.5%
answered agree and 30% answered strongly agree.
3. Statements related to assurance indicators (certainty) show the distribution
of answers 4.5% of respondents answered disagree, 25.5% answered neutral,
33% answered agree and 37% answered strongly agree.
4. Statements related to reliability indicators show the distribution of answers
0.5% of respondents answered strongly disagree, 3.5% of respondents

50 Scientium Management Review Vol. 1 no. 2 . 2022

 disagreed, 22% answered neutral, 33.5% answered agree and 40.5%
answered strongly agree .

Table 6
Description of Respondents' Answers Variable Customer Satisfaction
STS (1) TS (2) N (3) S (4) SS (5) Mean
Indikator
F % F % F % F % F %
Conformity
of
Expectations 1 0,5% 5 2,5% 15 7,5% 69 34,5 110 55% 4,0
Interest in
Reusing 1 0,5% 8 4% 77 38,5% 50 25% 72 36% 4,04
Willingness
to
Recommend 1 0,5% 6 3% 60 30% 83 41,5% 50 25% 3,96
Source: SPSS Data Processing Results, 2022

Based on table 6, it can be seen that the respondents' answers regarding

customer satisfaction (Y) are as follows:
1. Statements related to expectations conformity indicators show the
distribution of answers 0.5% of respondents answered strongly disagree,
2.5% of respondents answered disagree, 7.5% answered neutral, 34.5%
answered agreed and 55% answered strongly agreed.
2. Statements related to indicators of interest in reusing show the distribution
of answers 0.5% of respondents answered strongly disagree, 4% of
respondents answered disagree, 38.5% answered neutral, 25% answered
agreed and 36% answered strongly agreed.
3. Statements related to indicators of willingness to recommend show the
distribution of answers 0.5% of respondents answered strongly disagree, 3%
of respondents answered disagree, 30% answered neutral, 41.5% answered
agreed and 25% answered strongly agreed.

Simple Linear Regression

The results of the Simple Linear Regression test are as follows:

Table 7
Simple Linear Regression
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta
1 (Constant) 16.862 1.708
Service Quality .409 .046 .534
Source: SPSS Data Processing Results, 2022

Scientium Management Review Vol. 1 no. 2 . 2022 51

 Based on the results of a simple linear regression test between the independent
variables, namely, service quality on the dependent variable customer satisfaction,
the regression equation can be compiled as follows:

Y= 16,862 + 0,409

Based on the results of data analysis and the regression equation, it can be
concluded about the following:
1. A constant value of 16.862 indicates the pure value of the customer
satisfaction variable (Y) without being influenced by independent
variables.
2. The regression value of the service quality variable is 0.409 indicating that
there is a contribution to the service quality variable, meaning that if the
service quality variable is increased by 1 (one) unit, it will be followed by
a strengthening of the customer satisfaction variable of 0.409

T- test (Partial)

The results of the t significance test (t test) are as follows:

Table 8
T test results
Coefficientsa
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 16.862 1.708 9.874 .000
Service Quality .409 .046 .534 8.898 .000
a. Dependent Variable: Customer Satisfaction
Source: SPSS Data Processing Results, 2022

Partial test (t test) is used to see the effect of the independent variables on the
dependent variable. From table 8 it can be seen that the t statistic value is 8.898 >
1.65 so it is concluded that the service quality variable influences customer
satisfaction. This can also be seen from the significance value of 0.000 <0.05 which
indicates that the service quality variable has a positive and significant effect on
customer satisfaction.

4. DISCUSSION

a. The Effect of Reliability, Responsiveness, Assurance, Tangible Dimensions on

customer satisfaction

52 Scientium Management Review Vol. 1 no. 2 . 2022

 From the value of several dimensions in the questions given to customers.
The level of reliability or Reliability gives a good response, namely with a value of
33.5% agree and 40.5% strongly agree where customers agree and are satisfied
with the solutive digital service features and also provide statements that do not
make it difficult for customers. According to Ronny et al. (2021) which states that
reliability is a digital machine service which is the main factor because without
reliability, customers cannot take advantage of the features available in the digital
banking machine service. So we need a technological capability that can maintain
the availability of good and accurate digital machine services.
The results of the questionnaire show that Reliability shows the lowest
score with a mean of 4.05. This is due to the fact that 0.5% strongly disagree and
3.5% disagree. Customers find that in some cases, users still doubt that digital
machine services can provide reliable solutions without experienced personnel
and only rely on identity verification. The need to develop digital machine service
features in banking so that they can be relied upon in solving transaction needs
used in digital machine service services.
In the dimension of questions related to confidence or responsiveness,
customers have also given a good response by agreeing at 37.5% and strongly
agreeing at 30%. The confidence factor in digital machine services is a secondary
factor and still needs to be developed because this belief relates to the speed,
convenience and accuracy of digital machine services in banking. After
experiencing digital machine services that are able to provide reliability,
customers can feel the ease of learning the service and feel the speed in the
transaction processes carried out. According to Sofiati et al. (2018) which states
that responsiveness is the ability or desire of a service to help customers, provide
responsive and appropriate service to consumers by being able to answer needs,
requests and complaints quickly.
In the assurance factor or assurance PT. Bank Central Asia Tbk.
Panakkukang Makassar has provided good service to its customers according to
the questionnaire with the results agreeing 33% and strongly agreeing 37%.
According to Ronny et al. (2021) assurance or guarantee is a secondary factor that
needs to be examined by the bank, this guarantee includes security, guarantees to
provide answers or solutions quickly and precisely.
Then for dimensions related to tangibles or tangibles, the bank has provided
good service and provided customer satisfaction through digital machine services
that are easy to access, complete features, and also an attractive physical
appearance as evidenced by the value of the questionnaire agreeing 47.5% and
37 .5%. The factor of tangibles in digital machine services is a secondary factor,
where indeed customers do not focus on the location of the form of the bank
building, but customers simply carry out transactions through digital machine
services and their needs can be resolved through the available digital machine
features. According to Sofiati et al. (2018) who stated that tangibles are one of the
attractions of consumers, because when consumers buy a product or use a
service, they will initially be interested in what they see from its appearance.

Scientium Management Review Vol. 1 no. 2 . 2022 53

 b. The effect of service quality using digital machines on customer satisfaction

Based on the results of the research that has been carried out through the t test
statistical variable service quality found a value of 8.898 > 1.65 and also a
significance value of fault 0.000 <0.05, this shows that the service quality variable
has a positive and significant effect on customer satisfaction. From the statement
of results, it can be seen that the variable of service quality has an influence on PT.
Bank Central Asia, Tbk Panakkukang Makassar branch. So from this statement the
research hypothesis can be accepted.
This means that the service quality variable using digital machines has a
positive and significant influence on customer satisfaction at PT. Bank Central
Asia, Tbk Panakkukang Makassar branch. This means that with the good quality
of bank employee service to customers, customers are also satisfied to use PT.
Bank Central Asia, Tbk Panakkukang Makassar branch.
Service quality basically influences the company's development in responding
to future business challenges. Thus the company must pay attention to everything
related to the quality of the service. This is also inseparable from the employees
in the company in providing good service to customers. Thus in the end it will be
able to improve the quality of the company and the targets and future plans of the
company can run well.
Services through digital machines that exist in PT. Bank Central Asia Tbk.
Panakkukang Makassar has received a good response from its customers.
Customers have fulfilled their satisfaction with the digital services available at the
Bank. The better the bank provides services through digital machines to
customers, of course, it will increase customer satisfaction when using PT. Bank
Central Asia Tbk. Panakkukang Makassar.
The results of this study are supported by research conducted by (Aditya
Rachman 2020) with the title Analysis of Service Quality in the Context of
Increasing Customer Satisfaction at the People's Bank (BRI) Belitung Banjarmasin
Unit. The results showed that there was a significant effect of service quality on
customer satisfaction at Bank Rakyat Indonesia (BRI) Belitung Unit. The effect of
service quality on customer satisfaction at Bank Rayat Indonesia (BRI) Belitung
unit proves that the appearance of physical facilities such as the location and
layout of the room, the availability of parking lots, cleanliness, tidiness, room
comfort, completeness of communication equipment, and the appearance of Bank
Rakyat Indonesia employees (BRI) Belitung Unit provides convenience for
customers. Steps that must be considered one of them. Appearance of physical
facilities such as locations that are easy to see or easy to find, employees have
modern communication tools, so customers can easily contact them.
The results of this study are also supported by research that has been carried
out by Nawangasari & Putri (2020) which states that e-service has an influence
on customer or customer satisfaction. From services through e-services that
provide convenience for customers or customers, of course, it will have a good
impact on the satisfaction of these customers and will give a good image to the
bank. The results of this study are in line with the results of research that has been
carried out by Narita & Fauzi (2022) which states that virtual customer service
has an influence on customer or customer satisfaction. The use of virtual customer

54 Scientium Management Review Vol. 1 no. 2 . 2022

 service has a strong impact on BCA customer satisfaction. From these services, of
course, customers will get convenience in accessing the needs they want to
address.

5. CONCLUSION
Based on the analysis results or research results that have been obtained
from testing and have been interpreted, it can be concluded that digital machine
services include e service machines, STAR Teller and Digital Customer Service have
a positive and significant effect on customer satisfaction at PT. Bank Central Asia,
Tbk Panakkukang Makassar branch. This provides a good response to customer
satisfaction in banking digital machine services. From the values of the four
dimensions of the research variables consisting of Reliability, Tangibles,
Responsiveness, and Assurance, it was found that the reliability and assurance
scores were the lowest with a mean of 4.04. Even though the statement is still
approved, there are still some respondents who disagree on the service in the
dimensions of reliability and assurance. From these two dimensions, it still needs to
be improved in terms of the ability to provide reliable and accurate services such as
ensuring guarantees and certainty that the settlement of banking transaction needs
can be entrusted to be completed on digital machines with more efficient times and
prices even though customers make transactions online. independently on a
machine without an attendant which is not very common, especially for customers
who are not familiar with using digital machine technology. This is seen as important
in order to increase banking credibility in solving problems experienced by
customers in utilizing the digital machine service facilities that have been provided.

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