PENGARUH KUALITAS PELAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH (Studi Kasus Pada Bank Mandiri Syariah KCP Labuan)
| Main Author: | SARIAH, SITI |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/3365/1/PENGARUH%20KUALITAS%20PELAYANAN%20DAN%20CITRA%20PERUSAHAAN%20TERHADAP%20KEPUASAN%20NASABAH.PDF https://eprints.untirta.ac.id/3365/ https://feb.untirta.ac.id/ |
Daftar Isi:
- This research was conducted to examine the Effect of Service Quality and Company Image on Customer Satisfaction (Case Study in the Syariah Bank Mandiri KCP Labuan-Banten.) Both partially and simultaneously. The population of this study is the entire Sharia Bank Mandiri KCP Labuan-Banten.) Totaling 205 customers. The sampling technique used is Probality Sampling, namely the sampling technique with Random Sampling Samples. By using the Slovin formula so that the sample in this study amounted to 68 respondents who were Bank Syariah Mandiri Customers from January-June in 2018 at the Syariah Bank Mandiri KCP Labuan -Banten. The data collection method uses a questionnaire method which is then analyzed by multiple linear regression analysis with pasrial test (t test) and simultaneous test (F) with the help of IBM SPSS Statistics 23 software. The results of multiple linear tests obtained the following regression equation Y = 5.348 + 0.390 x1 + 0.432 x2 + e These results state that the service quality variable (X1) has an effect of 0.390 on customer satisfaction (Y) while the corporate image variable (X2) has an influence of 0.432 to customer satisfaction (Y). The coefficient of determination shows that customer satisfaction is affected by the quality of service and the image of the company by 48.3% and the remaining 51.7% is influenced by other factors not examined in this study. From the t-test results, the t-value of service quality variable was 3,877 and the company image variable was 3,667, both of these values were greater than the t- table value (N = 68) of 1,996, so it could be concluded that partially the service quality variable (X1) and company image ( X2) has a significant effect on the variable customer satisfaction (Y). F test results Fcount of 30.350 is greater than Ftable of 3.14, so it can be concluded that simultaneously service quality variables (X1) and corporate image (X2) have a significant influence on customer satisfaction variables (Y). Keywords: Service Quality, Company Image and Customer Satisfaction.