ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA

Abstract

The aim of This study is entitled "Analysis of service quality on customer satisfaction at the Madiun branch of Indonesian Islamic banks". The purpose of this study aims to determine the quality of service, namely: Reliability (reliability service), Responsiveness (response service), Assurance (guarantee service), Empathy (empathy service), Tangible (direct evidence service) on customer satisfaction of Bank Syariah Indonesia. This study used a quantitative approach with a sample of 200 respondents. The sampling technique that will be used in this study is purposive sampling. The data collection technique uses a questionnaire where the respondents are customers of Bank Syariah Indonesia Madiun Branch. Data analysis used multiple linear regression analysis techniques. The results showed that Reliability (reliability service), Responsiveness (response service), Assurance (guarantee service), Empathy (empathy service), Tangible (direct evidence service) have a positive and significant effect on customer satisfaction.

Keywords: Quality of Service, Customer Satisfaction