Khoiron, Ahmad (2010) Pengaruh kualitas pelayanan terhadap kepuasan Nasabah pada Bank Syariah Mandiri Cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
ABSTRAK
Kepuasan nasabah menjadi prioritas utama pada penelitian ini karena tingkat persaingan yang semakin tajam diantara perusahaan perbankan di Indonesia. Hal utama agar perusahaan dapat bertahan, bersaing dan menguasai pasar maka kinerja pelayanan harus diperbaiki dan ditingkatkan. Perusahaan harus memperhatikan hal-hal yang dianggap penting oleh para pelanggan, agar pelanggan merasa puas dan tidak beralih kepada pesaing. Maka dari itu penelitian ini mengangkat permasalahan Kualitas pelayanan (Service Quality) PT. Bank Syariah Mandiri Cabang Malang, dengan tujuan untuk mengetahui pengaruh kinerja pelayanan yang terdiri dari Bukti Fisik (Tangibles), Keandalan(Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), dan Perhatian (Empathy) terhadap kepuasan nasabah (customer Satisfaction) PT. Bank Syariah Mandiri Cabang Malang.
Penelitian ini dilakukan pada nasabah PT Bank Syariah Mandiri Cabang Malang. Teknik yang digunakan dalam pengambilan sampel pada penelitian ini adalah Convenience sampling atau Accidental Sampling. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 100 responden. Metode analisis data yang digunakan adalah uji validitas dan uji reliabilitas kuesioner. Tahap selanjutnya, data kuesioner dianalisis dengan regresi berganda melalui uji statistik deskriptif, uji-t, uji ketepatan model, dan uji asumsi klasik dengan tingkat signifikansi 0,05 atau α = 5%.
Berdasarkan hasil penelitian ini dapat diketahui bahwa variabel dimensi service quality yaitu tangible, reliability, responsiveness, assurance, empathy berpengaruh positif dan signifikan terhadap kepuasan nasabah PT Bank Syariah Mandiri cabang Malang. Pengaruh yang paling besar dari dimensi service quality adalah variabel reliability (X2) di ikuti empathy (X5), assurance (X4), tangible (X1), responsiveness (X3) terhadap kepuasan nasabah dan = 0,652 menunjukan bahwa 65,2% variabel kepuasan pelanggan dapat dijelaskan oleh variabel dari dimensi service quality yaitu reliability(X2), empathy (X5), assurance(X4), tangible (X1), responsiveness (X3) sedangkan 34,8% lainnya dijelaskan variabel lain yang tidak masuk dalam model.
ABSTRACT
Customer satisfaction becomes first priority in the current research because of sharper competition among banking factories in Indonesia. A factory, in order to survive, compete, and lead the market, must improve Service Quality. The enterprise should pay more attention to things which might be important for consumers in order to satisfy its consumers. Thus, the current study focuses on the service quality provided by Bank Syariah Mandiri Ltd. Branch Malang. The purposes of the study are to know the impact of Service Quality consisted of: 1) tangibles, 2) reliability, 3) responsiveness, 4) assurance, and 5) empathy towards customer satisfaction in Bank Syariah Mandiri Ltd. Branch Malang.
The researcher did the study to the customers of Bank Syariah Mandiri Ltd. Branch Malang. During sample taking stage, the researcher uses convenience sampling technique and accidental sampling technique. A total of 100 respondents involved in the study. In data analysis, the researcher uses validity test method and questionnaire reliability test method. Afterwards, questionnaire data are analyzed using double regression through descriptive statistics test, t-test, model accuracy test, and classic assumption test with 0.05 significance level or α = 5%.
Based on the result of the study, it is known that service quality variables
1) tangibles, 2) reliability, 3) responsiveness, 4) assurance, and 5) empathy have significant and positive effects on Bank Syariah Mandiri Ltd. Branch Malang customers’ satisfaction. The most significant effects of service quality dimension is reliability variable (X2), then empathy (X5), assurance (X4), tangible (X1), responsiveness (X3) towards customer satisfaction. R2 = 0.652 shows that 65.2% customer satisfaction variables can be explained by variables in service quality dimension as follows: reliability (X2), empathy (X5), assurance (X4), tangible (X1), responsiveness (X3), whereas another 34.8% can be explained by other variables which do not include in the model.
Item Type: | Thesis (Undergraduate) | ||||||
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Supervisor: | Rozi, M. Fatkhur | ||||||
Contributors: |
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Keywords: | Kualitas Pelayanan; Kepuasan Nasabah; Analisis Regresi; BergandaService Quality; Customer Satisfaction; Double Regression Analysis | ||||||
Departement: | Fakultas Ekonomi > Jurusan Manajemen | ||||||
Depositing User: | Meirisa Anggraeni | ||||||
Date Deposited: | 11 Jan 2023 15:08 | ||||||
Last Modified: | 11 Jan 2023 15:08 | ||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/44007 |
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