Abstract :
The purpose of this research is to study the effects of service quality consisted of
compliance, assurance, reliability, tangible, emphaty, and responsiveness towards
customer satisfaction in Bank Syariah Mandiri.
The analysis method that has been used is the descriptive method analysis and
the statistic method analysis which consist of double regression analysis, simultaneous
testing, partial testing, and determination testing. The object in this research is Bank
Syariah Mandiri Branch Kemang customers. The result of this research is
presence of significant effect from the service quality variable against the customer
satisfaction. With regression equation Y = -1,410 + 0,88CO + 0,431AS + 0,152RL +
0,225TA + 0,230EM + 0,181RS + e, F value counts for 10.749, and determination
coefficient value for 37,1%.
Based on the result of the study, it is known that service quality dimensions have
significant and positive effects on customer satisfaction. In the significant individual test
results indicates that the variable assurance has a significant relationship with
customer satisfaction.
Keywords : service quality, compliance, assurance, reliability, tangible, emphaty,
responsiveness, customer satisfaction