Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah BPR Syariah Di Surakarta (Studi Kasus Pada BPR Syariah Di Surakarta)

Septi Pratama, Alfian and , Muhammad Sholahuddin, S.E.,M.Si. (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah BPR Syariah Di Surakarta (Studi Kasus Pada BPR Syariah Di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study (1) to analyze physical evidence affects the satisfaction of Sharia Rural Bank customers in Surakarta. (2) To analyze reliability affects customer satisfaction of BPR Syariah in Surakarta. (3) To analyze the responsiveness of influencing customer satisfaction on the BPR Syariah in Surakarta. (4) To analyze collateral influences customer satisfaction with Sharia Rural Banks in Surakarta. (5) To analyze empathy, the effect on customer satisfaction on Sharia Rural Banks in Surakarta. The population of this study is the BPR Syariah customers in Surakarta and the sample used is 100 respondents. Sampling is done by using the Convenience sampling method wherein the sampling technique is randomly selected by BPR Syariah customers in Surakarta. The analytical tool in this study uses multiple linear regression. Based on the results it is known that Tangible has a significant effect on customer satisfaction, Responsive has a significant effect on customer satisfaction, reliability has a significant effect on customer satisfaction, Assurance has a significant effect on customer satisfaction and Empathy has a significant effect on customer satisfaction. Service Quality which includes Tangible, Responsive, Reliability, Assurance and Empathy jointly influences customer satisfaction at Sharia Rural Banks in Surakarta. The novelty in this study is that reliability has the most influence compared to tangible, responsive, assurance and empathy. Keywords: Tangible, Responsive, Reliability, Assurance, Empathy and Customer Satisfaction

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Tangible, Responsive, Reliability, Assurance, Empathy and Customer Satisfaction
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ALFIAN SEPTI PRATAMA
Date Deposited:	26 Aug 2019 02:55
Last Modified:	26 Aug 2019 02:55
URI:	http://eprints.ums.ac.id/id/eprint/77271

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