Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Bank Syariah Mandiri Cabang Kemang
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Institusion
STIE Indonesia Banking School
Author
Refina, Adisty Lia
Subject
HD28 Management. Industrial Management
Datestamp
2020-11-17 06:47:19
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.
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.
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