SUMARTI , NIM. 10390126 (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BMT CITRA BUANA SYARIAH MAGUWOHARJO. Skripsi thesis, UIN SUNAN KALIJAGA.
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Text ( PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BMT CITRA BUANA SYARIAH MAGUWOHARJO )
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Text ( PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BMT CITRA BUANA SYARIAH MAGUWOHARJO )
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Abstract
Penelitian ini adalah penelitian survey yang bertujuan untuk mengetahui pengaruh kualitas pelayanan yang meliputi tangible, reliability, responsiveness, assurance, dan empathy terhadap kepuasan nasabah di BMT Citra Buana Syariah Maguwoharjo. Jumlah sampel dalam penelitian ini sebanyak 100 responden dengan penentuan sampel menggunakan teknik accidental sampling. Teknik pengumpulan data dengan penyebaran kuesioner, wawancara dan observasi. Sedangkan untuk pengujian instrument menggunakan uji validitas, reliabilitas dan uji asumsi klasik. Berdasarkan hasil pengujian koefisien regresi secara simultan (Uji F) nilai didapatkan F hitung adalah 42,640 dengan signifikansi 0,000. Signifikansi (0,000) sehingga, tangible, reliability, responsiveness, assurance dan empathy secara bersama-sama berpengaruh terhadap kepuasan nasabah. Hasil adj R2 sebesar 0,678 ini menunjukkan model sudah bagus karena mampu memberikan kontribusi terhadap kepuasan lebih dari lima puluh persen Dari hasil uji parsial ternyata hanya variabel reliability dan empathy yang berpengaruh positif signifikan. Sedangkan variabel tangible, responsiveness dan assurance tidak berpengaruh signifikan terhadap kepuasan nasabah.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information / Supervisor: | Pembimbing : Dra. Hj.Widyarini, M.M |
| Uncontrolled Keywords: | Kata kunci: tangible,reliability, responsiveness, assurance, empathy, dankepuasannasabah |
| Subjects: | Keuangan Islam |
| Divisions: | Fakultas Syariah dan Hukum > Keuangan Islam (S1) |
| Depositing User: | Miftahul Ulum [IT Staff] |
| Date Deposited: | 14 Nov 2014 14:17 |
| Last Modified: | 14 Nov 2014 14:17 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/14527 |
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