Service Qualitypada Pelayanan Nasabah Perbankan Syariah (Studi Kasus Pada Bank BNI Syariah Kudus)

Ratna Yulia Wijayanti, Irsyad Andriyanto

Abstract


Penelitian ini bertujuan untuk  menguji ada pengaruh kehandalan, jaminan, wujudfisik,empati dan daya  tanggap,terhadap kepuasan nasabah BNI Syariah Kudus.Variabel independen dalam penelitian ini adalah kehandalan, jaminan, wujudfisik,empati, dandaya  tanggap. Sedangkan variabel dependennya adalah kepuasan nasabah.Sampel diambil sebanyak 94  nasabah dengan teknik sampling yang digunakan adalah accidental sampling.Pengumpulan data dengan menggunakan teknik wawancara dan questioner. Adapun  pengolahan data menggunakan analisis regresi dengan menggunakan bantuan software SPSS Versi 17.Dari hasil analisis diperoleh hasil temuan penelitian bahwa kehandalan, jaminan,wujud fisik, empati dan daya tanggap baik secara parsial maupun simultan memberikan  pengaruh  yang  signifikan  terhadap  kepuasannasabah. Implikasi dari hasil temuan ini adalah adanya usulan kepada BNI Syariah Kudus khususnya untuk selalu meningkatkan kualitas layanan kepada nasabahnya dengan menggunakan model SERVQUAL (dengan dimensi kehandalan, jaminan, wujud fisik, empati, dan daya tanggap)

This study aimed to examine the influence of reliability, assurance, tangible, empathy and responsiveness, toward BNI Syariah Kuduscustomer satisfaction. The independent variables used in this study are reliability, assurance, tangible, empathy, andresponsiveness. While the dependent variable is customer satisfaction. Samples taken as many as 94 customers with accidental samplingtechnique.Data collection through interviews and questionnaire. Data was analyzed using multiple regression analysis supported by SPSS 17 software. From the analysis results obtained research findings that reliability, assurance, physical facilities, empathy and responsiveness both partially and simultaneously provide a significant effect on customer satisfaction. The implication of this finding is the suggestion to BNI Syariah Kudus especially to always improve the quality of service to its customer by using SERVQUAL model (with dimension of reliability, guarantee, physical facility, empathy, and responsiveness).


Keywords


reliability; assurance; infrastructure; responsiveness; empathy; satisfaction

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DOI: http://dx.doi.org/10.21043/iqtishadia.v10i1.2431

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