PENGARUH PELAYANAN DENGAN SISTEM ONE STOP SERVICE TERHADAP KEPUASAN NASABAH BANK SYARIAH MANDIRI DI YOGYAKARTA

INDIKA FARHATUNNADA, NIM. 15820097 (2019) PENGARUH PELAYANAN DENGAN SISTEM ONE STOP SERVICE TERHADAP KEPUASAN NASABAH BANK SYARIAH MANDIRI DI YOGYAKARTA. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The purpose of this study is to find out the influence of the system of service with one stop service system as the embodiment of excellent service on a Bank Syariah Mandiri in Yogyakarta. The independent variables in this study are empathy, responsiveness, accuracy, security, reliability, tangible, certainty and comfort. While the dependent variable in this study is the customers’ satisfaction. The sample in this research are 108 respondents. The sampling method is by using cluster sampling. Data collection was done through the dissemination of questionnaires and interviews. Analysis tools that is used is multiple linear regression. The results of the analysis show that empathy, security, reliability, and convenience have a positive effect and is significant to the satisfaction of the customers. Responsiveness variable has a significant negative effect towards the satisfaction of the customers. While the accuracy, tangible, and certainty do not affect the customers’ satisfaction.

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