Analisis Pengaruh Kualitas Pelayanan Jasa Perbankan terhadap Kepuasan Anggota Bmt Bina Ihsanul Fikri

Abstract

In service companies such as banks, quality of service is the key to a success, which it comes from quality of the services will grow as customer satisfaction so it can provide an optimum benefit. BMT is labeled one of the financial institutions offering sharia banking services in the local society. In this research, the authors examined on the level of customer satisfaction, to measure the research. It used SERVQUAL method where this method uses 6 variables as measuring devices, the variable are Tangibles, Reliability, Responsiveness, Empaty, and Assurance. And variables Dependent is Customer Satisfaction. The purpose of this study was to determine the effect of the variable service quality product and services that occur and explain the most dominant variables affecting customer satisfaction. The samples method used by Slovin formula, based on slovin criteria, the amount of responden will be examined about 100 people were obtained by spreading the questionnaire and then processed use aplication program as known as SPSS for windows. The sampling technique in this research is using purposive sampling technique. These results indicate that all of these variables affect the customer satisfaction. Assurance is the most dominant variable in influencing customer satisfaction In the result of the test those variables together have a significant in determining customer satisfaction and assurance is the most dominant variable in determining customer satisfaction.