PENGARUH SERVICE EXCELLENCE TERHADAP KEPUASAN NASABAH BANK SYARIAH MANDIRI (STUDI KASUS PADA NASABAH BANK SYARIAH MANDIRI DI KOTA YOGYAKARTA)

NADA AKROBIN, NIM. 15820078 (2019) PENGARUH SERVICE EXCELLENCE TERHADAP KEPUASAN NASABAH BANK SYARIAH MANDIRI (STUDI KASUS PADA NASABAH BANK SYARIAH MANDIRI DI KOTA YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The aims of this research is to determine the effect of tangibles, assurance, reliability, responsivenes, empathy, attitude, appearance, and accountability towards customer satisfaction of Bank Syariah Mandiri in the city of Yogyakarta. In this study the population is all people who are customers of Bank Syariah Mandiri in the city of Yogyakarta. The sample used in this study was 92 respondents. The method of collecting data using a questionnaire method with a likert scale that measures tangibles, assurance, reliability, responsivenes, empathy, attitude, appearance, and responsibility customer satisfaction of Bank Syariah Mandiri in the city of Yogyakarta. Data analysis using multiple linear regression. All data is processed and analyzed using SPSS version 20. The results of the research, simultaneously all variables together affect the satisfaction of customers of Bank Syariah Mandiri in the city of Yogyakarta. Partially, the reliability and responsibility variables have a positive and significant effect, the accountability variable does not have a negative and significant effect, while the tangibles, assurance, empathy, attitude, and appearance variables do not have a positive and significant effect on Bank customer satisfaction Syariah Mandiri in the city of Yogyakarta

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: MUHAMMAD GHAFUR WIBOWO, S.E., M.Sc.
Uncontrolled Keywords: tangibles, assurance, reliability, responsiveness, empathy, attitude, appearance, accountability, and customer satisfaction.
Subjects: Perbankan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1)
Depositing User / Editor: Drs. Mochammad Tantowi, M.Si.
Date Deposited: 27 Mar 2019 10:14
Last Modified: 27 Mar 2019 10:14
URI: http://digilib.uin-suka.ac.id/id/eprint/34184

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