ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MELALUI DIMENSI CARTER PADA NASABAH BNI SYARIAH

M. Syafiq Sulthon, NIM.: 13820206 (2020) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MELALUI DIMENSI CARTER PADA NASABAH BNI SYARIAH. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

Preview	Text (ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MELALUI DIMENSI CARTER PADA NASABAH BNI SYARIAH) 13820206_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf Download (2MB) | Preview
	Text (ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MELALUI DIMENSI CARTER PADA NASABAH BNI SYARIAH) 13820206_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf Restricted to Registered users only Download (3MB) | Request a copy

Abstract

With the development of Islamic financial services in Indonesia, competition between banks cannot be avoided, service quality is one of the key factors that will be the competitive advantage between banks.This happens because the bank, as a service company, has the characteristic of being easy to imitate a product that has been marketed. Therefore, it is natural for Islamic banks to provide excellent service quality so that they can get a competitive advantage over other banks. Many factors can be used to measure the quality of a service, one of them are measurement method with the CARTER dimension. CARTER dimensions include Compliance, Assurance, Reliability, Tangible (Physical Form), Emphaty (Concern) and Responsiveness. This study examines the effect of service quality on customer satisfaction of BNI Syariah. This research uses SEM method with SmartPLS software tools. From the results of data processing, it shows that the influence of the CARTER variable on customer satisfaction is 0.664 or 66%. From the calculation of the Inner model test with the bootstrapping method on the SmartPLS software, it was found that the results of the compliance, empathy and responsiveness variables had a positive effect on BNI Syariah customer satisfaction and the assurance, reliability and tangibles variables had no positive effect on BNI Syariah customer satisfaction.

Share this knowledge with your friends :

Actions (login required)

View Item