Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah

Yuliana, Rika and , Dr. Syamsudin, MM (2018) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the influence of reliability, responsiveness, assurance, empathy and tangibles to the satisfaction of sharia banking customers. The results of this study are expected to serve as a source of information for the bank in an effort to improve the quality of service in order to better satisfy the customer and to maintain the level of service that is beneficial in the present and the future. The research design is correlational. The population in this study is all customers of Syariah banking in Surakarta, while the sample of research is 100 customers of Syariah banking in Surakarta with proportional sampling as sampling technique. Data analysis in this research use multiple regression analysis. The results showed that there was no influence of tangible variable (X1) on customer satisfaction of Syari'ah banking in Surakarta City. There is influence of variable of reliability (X2) to customer satisfaction of Syari'ah banking in Surakarta City. There is influence of responsiveness variable (X3) to customer satisfaction of Syari'ah banking in Surakarta City. There is influence of assurance variable (X4) to customer satisfaction of Syari'ah banking in Surakarta City. There is no influence of emphaty variable (X5) on customer satisfaction of Syari'ah banking in Surakarta City

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	reliability, responsiveness, assurance, empathy, tangibles, satisfaction.
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	RIKA YULIANA
Date Deposited:	06 Feb 2018 04:58
Last Modified:	06 Feb 2018 04:58
URI:	http://eprints.ums.ac.id/id/eprint/59331

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