PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT BNI SYARIAH CABANG KOTA JAMBI

Feny Anggraini, Feny Anggraini (2021) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT BNI SYARIAH CABANG KOTA JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT Feny Anggraini / 170861201338 / Faculty of Economics / 2021 / The Effect of Service Quality on Customer Satisfaction at PT BNI Syariah Jambi City Branch/1 SupervisorI Hj. Susilawati,S.E,M.Si / 2 nd Advisor Riko Mappadeceng,S.E,M.M. Marketing managemen is a part of the system that is atop prioruty for enterprise management performance. For a compony marketing activities is very important, because marketing is very full role for all activities of the company. The focus of this research is to prove the influence of quality on customer satisfaction because it can be seen that currently the rapid economic growth has reached the competition that must be faced by business people so that service quality becomes a focus for companies at this time to be able to survive and remain. won the trust of customers, the object of this research is PT BNI Syariah Jambi city branch . Service quality is an activity that benefits from providing satisfaction to customers through service, it is hoped that the desires and needs of customers can be fulfilled. Customer satisfaction is a person's feelings of pleasure or disappointment that arise after comparing their perceptions or impressions of the performance (or results) of their expectations. The analytical tool used in this study is simple linear regression PT BNI Syariah is a bank that generally carries out business activities based on sharia principles which in its activities provides services in payment traffic. In accordance with Law no. 7 of 1992 concerning banking. Sharia is a rule of agreement based on Islamic law between a bank and other parties for financing business activities, or other activities that are declared in accordance with sharia, including financing with the principle of profit sharing (mudharabah), financing based on the principle of equity participation (musyarakah), the principle of buying and selling goods. with profit (murabahah), or financing of capital goods based on the principle of pure lease without choice (ijarah), or with the option of transferring ownership of the goods leased from the bank by another party (ijaroh wa iqtina). The results of the questionnaire show that the dimensions of service quality have a good category because the average value is 399.07. Then customer satisfaction is considered good because the average value is 395.87. The regression results show that the service quality dimension variable partially (partial) has a significant effect on customer satisfaction The company is expected to maintain customer satisfaction by providing useful products and providing the best service in serving customers who will entrust their financial system to be managed by PT BANK BNI Syariah Jambi City branch. And pay attention to the parking area at PT BANK BNI Syariah Keyword: Service Quality, Castomer Satisfaction

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