Analisis Kualitas Pelayanan terhadap Tingkat Kepuasan Anggota pada BMT Palur Karanganyar

Affifah, Farrah Putri and , Drs. Harun, MH (2019) Analisis Kualitas Pelayanan terhadap Tingkat Kepuasan Anggota pada BMT Palur Karanganyar. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Basically the company when selling its products will be faced with good and good sales techniques, so the commodities it offers can sell well. One good sales technique is how the quality of services provided to consumers / customers. The service quality presented is the most important performance of the company for customer / customer satisfaction. Companies must look at important things for consumers / customers. So that they understand the level of satisfaction expected by consumers. To increase member satisfaction is to improve the quality of banking services. One model for measuring service quality is using the CARTER model (compliance, assurance, reliability, tangible, empathetic, responsive). It is the quality of service measurement based on sharia principles according to Othman and Lynn Owen in 2001. The main problem is whether the service dimension factors which include Compliance, Assurance, Reliability, Tangible, Emphaty, Responsive have a significant effect on the satisfaction level of Bmt Palur Karanganyar members and factors the most dominant influence on Bmt Palur Karanganyar. This research is included in the type of field research (field research) using quantitative descriptive methods. Descriptive method is done to find out and explain the characteristics of the variables studied at Bmt Palur Members. The technique of collecting data documentation from Bmt Palur and distributing questionnaires to members at Bmt Palur. From the results of research conducted by researchers, it can be concluded that Variable compliance (member compliance) to member satisfaction on BMT has a significant effect, assurance variable (guarantee) to member satisfaction on BMT has no significant effect, reliability variable to member satisfaction on BMT also no significant effect, tangible variables (physical evidence) on member satisfaction on BMT also have no significant effect, empathy variable (empathy) on member satisfaction on BMT also has no significant effect, responsiveness variable to member satisfaction on BMT also has no significant effect , and Compliance Factor (Compliance) is the most dominant factor affecting the satisfaction of members of BMT Palur Karanganyar. Keywords: Service Quality, Member Satisfaction, BMT Palur Karanganyar.

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: Keywords: Service Quality, Member Satisfaction, BMT Palur Karanganyar.
Subjects: B Philosophy. Psychology. Religion > BL Religion
K Law > K Law (General)
Divisions: Fakultas Agama Islam > Hukum Ekonomi Syariah (HES)
Depositing User: FARRAH PUTRI AFFIFAH
Date Deposited: 24 Jul 2019 04:17
Last Modified: 24 Jul 2019 04:17
URI: http://eprints.ums.ac.id/id/eprint/74530

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