ANALISA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. BANK MEGA SYARI’AH PADANG

Jhon Fernos and Yosef Eka Putra

No y2baf, OSF Preprints from Center for Open Science

Abstract: Satisfaction is feeling happy or disappointed someone who comes from a comparison between the impression of the performance (results) of a product with expectations. Satisfaction is a kind of step comparison between the experience of the evaluation results, can produce something spiritually comfortable, convenient not only because of imagined or expected. While customer satisfaction is a business strategy that consists of software and services designed to increase profits (profits), income (revenue) and customer satisfaction (customer satisfaction).This study aims to determine whether the customer satisfaction on the quality of service that has made Bank Mega Syariah meet the satisfaction level of its customers. As a financial institution for the people of Bank Mega Syariah trying to see firsthand the level of satisfaction of its customers by trying to implement a customer satisfaction Bank Mega Syariah. This research is qualitative. Data were obtained through questionnaires administered directly to the customer as a correspondent in this study. By using the analysis of test validity, reliability, and the F test and T test researchers trying to see the impact of service quality on customer satisfaction Bank Mega Syariah. From observation and testing that has been done shows that the validity of the test results of all valid questions and all questions the reliability test reliably obtained, with a value of 38.327 F test with a significance level of 0.000, far above 0.05 means tangible jointly independent variable (0.002), responsiveness (0.008), and assurance (0.032) significantly affects the dependent variable (Customer satisfaction), while the independent variable empathy (0.260) and Reliability (0124) had no significant effect on customer satisfaction in PT Bank Mega Syariah Padang.

Date: 2019-03-21
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:y2baf

DOI: 10.31219/osf.io/y2baf

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