PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PENABUNG DI BANK MUAMALAT CABANG AMBARUKMO DI YOGYAKARTA

SURURUDIN , NIM. 10390037 (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PENABUNG DI BANK MUAMALAT CABANG AMBARUKMO DI YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh persepsi nasabah penabung tentang kualitas jasa (bukti fisik, kehandalan, daya tanggap, jaminan dan empati) terhadap kepuasan nasabah. Jenis penelitian ini adalah penelitian survei. Teknik pengambilan sampel menggunakan metode snowball sampling dengan membagikan kuesioner untuk dijawab. Analisis data dengan menggunakan analisis data deskriptif dan kuantitatif dengan model regresi linear berganda. Hasil penelitian menunjukkan bahwa secara simultan, persepsi bukti fisik, kehandalan, daya tanggap, jaminan dan empati berpengaruh positif signifikan terhadap alpha 5% terhadap kepuasan nasabah penabung. Besarnya pengaruh yang bisa dijelaskan oleh seluruh variabel bebas terhadap variabel terikat sebesar 50,1%. Secara parsial, variabel bukti fisik, kehandalan, jaminan dan empati berpengaruh positif signifikan pada alpha 5%. Sedangkan persepsi daya tanggap tidak berpengaruh signifikan terhadap kepuasan nasabah penabung.

Item Type: Thesis (Skripsi)
Additional Information: Pembimbing : Dra. Hj. Widyarini, MM.
Uncontrolled Keywords: Kata Kunci: Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, Empati, Kepuasan Nasabah Penabung
Subjects: Keuangan Islam
Divisions: Fakultas Syariah dan Hukum > Keuangan Islam (S1)
Depositing User: Miftahul Ulum [IT Staff]
Date Deposited: 13 Nov 2014 13:14
Last Modified: 13 Nov 2014 13:15
URI: http://digilib.uin-suka.ac.id/id/eprint/14518

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