PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK BNI SYARI’AH CABANG KUSUMANEGARA YOGYAKARTA

MUNTIYAS SYILVANI, NIM. 09390165 (2016) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK BNI SYARI’AH CABANG KUSUMANEGARA YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Customer satisfaction becomes important benchmark for sustainability fund raising activities, particularly in the Islamic financial institutions such as Sharia banking. Customer satisfaction being targeted and as a major marketing tool for companies in the services sector. Companies making every effort to be able to compete and withstand the competition is to provide the best service for consumers to survive and feel satisfied. This study aims to clarify the effect of customer satisfaction Bank BNI Cabang Syar'ah Kusumanegara Yogyakarta. This study measured customer satisfaction factors BNI Syari'ah with independent variables are tangible (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). This study is that the data obtained through questionnaires. The data were analyzed quantitatively by multiple linear regrei method using SPSS 16.0 for Windows. Based on the analysis and data processing, it can be seen that the variables tangible (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) simultaneously significant effect on customer satisfaction Bank BNI Syari 'Ah. Partially, variable reliability (reliability) and assurance (guarantee), and empathy (empathy) significantly affects customer satisfaction Bank BNI Sharia. While the tangible variables (direct evidence) and responsiveness (responsiveness) no significant impact on member satisfaction BNI Sharia.

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