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

Prabowo, Alfi Setyo and , Muhammad Sholahuddin, S.E. M.Si. (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah Di Surakarta (Studi Kasus Pada Perbankan Syariah Di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study (1) To analyze tangible affects the satisfaction of Sharia Banking customers in Surakarta. (2) To analyze responsive affects customer satisfaction of Sharia Banking in Surakarta. (3) To analyze the reliability of influencing customer satisfaction on the Sharia Banking in Surakarta. (4) To analyze assurance influences customer satisfaction with Sharia Banking in Surakarta. (5) To analyze empathy, the effect on customer satisfaction on Sharia Banking in Surakarta. The population of this study is the Sharia Bankingcustomers 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 Sharia Banking 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 Banking 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, Responsiv Realibility, Assurance, Empathy dan Kepuasan Nasabah
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ALFI SETYO PRABOWO
Date Deposited:	23 Dec 2019 03:08
Last Modified:	23 Dec 2019 03:14
URI:	http://eprints.ums.ac.id/id/eprint/79668

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