KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH: STUDI KOMPARASI ANTARA BANK SYARIAH MANDIRI DAN BANK MANDIRI KABUPATEN OGAN KOMERING ILIR

AGUS HARDIYANTO, NIM: 14820061 (2018) KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH: STUDI KOMPARASI ANTARA BANK SYARIAH MANDIRI DAN BANK MANDIRI KABUPATEN OGAN KOMERING ILIR. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study tries to prove whether there are differences in the effect of Service Quality on Customer Satisfaction between Bank Mandiri and Bank Syariah Mandiri in Ogan Komering Ilir District, South Sumatra. Service quality in this study consisted of several factors, namely Assurance, Reliability, Tangibles, Empathy, Responsiveness, Accessibility, and Compliance. In this study the author took 200 respondents who were divided into 100 respondents Bank Mandiri and 100 respondents Bank Syariah Mandiri. To answer the research for question, this study employed multiple linear regression analysis model using the SPSS version 21 output program. The results show that partially Assurance, Reliability, Tangibles, Responsiveness, and Accessibility have a significant positive effect on Customer Satisfaction, while Empathy and Compliance variables have values that is not significant. In contrast to Bank Syariah Mandiri, where the variables that influence Customer Satisfaction are only Reliablity, Empathy, and Compliance, while the Responsivenss variable has a negative effect on customer satisfaction, followed by Assurance, Accessibility, and Tangibles variables that have insignificant values > 0.05.

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: ABDUL QOYUM, S.E.I., M.Sc.Fin
Uncontrolled Keywords: Service Quality, Assurance, Reliability, Tangibles, Empathy, Responsiveness, Accessibility, Compliance, Customer Satisfaction, Comparation
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User / Editor: Drs. Mochammad Tantowi, M.Si.
Date Deposited: 28 Jan 2019 08:27
Last Modified: 28 Jan 2019 08:27
URI: http://digilib.uin-suka.ac.id/id/eprint/32776

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