PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PRODUK TABUNGAN DI BANK MUAMALAT INDONESIA KANTOR CABANG MALANG
| Main Author: | Nuzulullaeli, Afiatun |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2020
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/60101/43/PENDAHULUAN.pdf http://eprints.umm.ac.id/60101/2/BAB%20I.%20pdf.pdf http://eprints.umm.ac.id/60101/3/BAB%20II.pdf http://eprints.umm.ac.id/60101/4/BAB%20III.pdf http://eprints.umm.ac.id/60101/5/BAB%20IV.pdf http://eprints.umm.ac.id/60101/6/BAB%20V.pdf http://eprints.umm.ac.id/60101/44/LAMPIRAN.pdf http://eprints.umm.ac.id/60101/ |
Daftar Isi:
- The Effect Of Service Quality Dimensions On Customer Satisfaction With Savings Products At Muamalat Indonesia Bank Kantor Cabang Malang; Afiatun Nuzulullaeli; 201510510311096; Department of shari Economics, Faculty of Islamic Studies, Universitas of Muhammadiyah Malang. Keywords: Service Quality, Customer Satisfaction, Dimension of Service Quality Services provided by banks in order to satisfy necessity and wish of customers. Customer satisfaction can only be achieved by providing services quality to customers. service quality is expected to affect customer satisfaction. To find out the effect of the Dimensions of Service Quality on Customer Satisfaction on Savings Products at Muamalat Indonesia Bank Kantor Cabang Malang. This study uses a correlative quantitative approach to determine whether there is a relationship or if there is, some close relationships and meaning or not that relationship, but also aims to compare the measurement results between two different variables so that it can be determined the level of relationship between variables. The F Test results obtained by Fcount of 36.330 (Sig F = 0,000). Ftable at 5% significance level with degrees of freedom 5 and 64 of 2,358. Because Fcount> Ftable (36.330> 2.358) and Sig F <5% (0,000 <0.05), is rejected, which means that together Physical Evidence (X1), Reliability (X2), Responsibility (X3), Guarantee (X4) and Empathy (X5) have a significant effect on the Customer Satisfaction variable (Y). The magnitude of the effect of variable Physical Evidence (X1), Reliability (X2), Responsiveness (X3), Guarantee (X4) and Empathy (X5) on Customer Satisfaction (Y) is 71.9%. The results of this study Physical Evidance (X1) Physical Evidence Variable (X1) partially has a significant influence on customer satisfaction, Reliability (X2) partially has a significant influence on customer satisfaction, Responsibility (X3) partially gives an insignificant influence on customer satisfaction, Guarantee (X4) partially has a significant influence on customer satisfaction, Empathy partially has a significant influence on customer satisfaction.