@phdthesis{digilib20115,
           month = {March},
           title = {PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH
BANK BNI SYARI?AH CABANG KUSUMANEGARA YOGYAKARTA},
          school = {UIN SUNAN KALIJAGA YOGYAKARTA},
          author = {NIM. 09390165 MUNTIYAS SYILVANI},
            year = {2016},
            note = {1. DRS. A. YUSUF KHOIRUDIN., SE., M.SI
2. DR. IBNU MUHDIR., M. AG},
        keywords = {tangible (direct evidence), reliability (reliability), responsiveness
(responsiveness), assurance (assurance), empathy (empathy) and customer
satisfaction Bank BNI Sharia Kusumanegara Yogyakarta branch.},
             url = {https://digilib.uin-suka.ac.id/id/eprint/20115/},
        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.}
}