SKRIPSI PBS

Pengaruh Banking Service Quality (Bsq) Terhadap Kepuasan Nasabah Bank Syariah Indonesia (Bsi) Kantor Cabang Surakarta

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ABSTRACT

This study aims to determine the effect of Banking Service Quality (BSQ) on
customer satisfaction at Bank Syariah Indonesia (ex Bank Syariah Mandiri) Surakarta
Branch Office. The population of all customers who opened a savings account at Bank
Syariah Indonesia Surakarta Branch Office was taken as many as 100 respondents,
using purposive sampling technique. The data obtained are primary data from the
results of the questionnaire answers distributed to respondents.
The results of the study partially resulted in the Effectiveness and Assurance of
the Indonesian Sharia Bank Surakarta Branch Office having a positive and significant
impact on customer satisfaction. Variable Access Bank Syariah Indonesia Surakarta
Branch Office has a positive and significant impact on customer satisfaction. For the
Price of Bank Syariah Indonesia Surakarta Branch Office has a negative and
insignificant effect on customer satisfaction. Tangibles Bank Syariah Indonesia
Surakarta Branch Office has a positive and significant impact on customer satisfaction.
The Service Portfolio Variable of Islamic Bank Indonesia Surakarta Branch Office has
a negative and insignificant effect on customer satisfaction. Furthermore, the reliability
variable at Bank Syariah Indonesia Surakarta Branch Office has no positive and
insignificant impact on customer satisfaction. Then to simultaneously six (6)
dimensions of Banking Service Quality (BSQ) have an influence on Customer
Satisfaction at Bank Syariah Indonesia Surakarta Branch Office. From the value (R
Square) it shows that Customer Satisfaction can be explained by the six dimensions of
Banking Service Quality (BSQ), namely Effectiveness and Assurance, Access, Price,
Tangibles, Service Portfolio, and Reliability of 71.3% and the remaining 28.7% is
influenced by variables otherwise unknown in this study.
Keywords : Banking Service Quality, Customer Satifaction, Bank Sharia Indonesia

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Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

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No. Panggil

2X6.1 ASR p 22

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 156 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Perbankan Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Asria Fita Gofiana

Versi lain/terkait

Lampiran Berkas

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