Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bmt Dana Syariah Surakarta

Cahyani, Melia and -, Muhammad Sholahuddin, S.E, M.S.i (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bmt Dana Syariah Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of service quality which includes physical evidence (tangibles), responsiveness (reliability), assurance (empathy) on customer satisfaction on Islamic Fund BMT with respondents from Surakarta Syariah Funds customers . The sampling technique used in this study using the convenience sampling method is that sampling is based on the ease in this study, namely people visiting the BMT Dana Syariah Surakarta. The results of the study show partial facts showing the variable attractiveness of celebrities supporting negatively towards consumer buying interest. The trust and expertise of celebrities supports positively towards consumer buying interest. Simultaneously simplify, independent verifiers that are significant to dependents. The value of the adjuster R squared is 0.631 which means that the ability of the three variables can explain the dependent variable by 63.1%. The method of data analysis in this study with multiple linear regression analysis that previously used the instrument test, namely validity and reliability, simultaneous test (Test F). Hypothesis testing uses multiple regression analysis and this test uses the model accuracy test, namely the R2 determination test and the partial test (t-test). The results of the F test analysis are known as Count> Ftable (20.569> 2.53), then Ho is rejected, meaning that together the tangible, reliability, responsive, assurance, empathy variables have a significant effect on customer satisfaction. Based on the determination coefficient it is known that adjustedR square (R2) is 0.624, meaning that variations in variable changes in customer satisfaction can be explained by tangible, reliability, responsive, assurance, empathy variables of 62.4%. While the remaining 38.6% is explained by other variables outside the model.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service quality and customer satisfaction
Subjects:	R Medicine > R Medicine (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	MELIA CAHYANI
Date Deposited:	30 Jul 2019 04:15
Last Modified:	30 Jul 2019 04:15
URI:	http://eprints.ums.ac.id/id/eprint/74962

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