Ramadona, Wulanjani (2019) FAKTOR - FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA BNI SYARIAH CABANG BENDUNGAN HILIR. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Usaha perbankan syariah saat ini sangat pesat, terbukti dari semakin banyaknya perbankan yang menggunakan prinsip syariah di berbagai tempat. Sehingga mengharuskan para pelaku usaha untuk lebih memperhatikan keinginan dan kebutuhan pelanggan. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan, kualitas produk, dan kepercayaan terhadap kepuasan pelanggan BNI Syariah Cabang Bendungan Hilir. Penelitian ini adalah penelitian kuantitatif dengan teknik pengumpulan data melalui penyebaran kuesioner. Sampel penelitian ini adalah 100 orang pelanggan BNI Syariah Cabang Bendungan Hilir dengan metode Purposive Sampling, menggunakan koefisien determinasi (R2 ) dengan SPSS 22.0 Hasil penelitian menemukan secara parsial kualitas pelayanan tidak berpengaruh signifikan terhadap kepuasan pelanggan sebesar 1,12%. Secara parsial kualitas produk berpengaruh signifikan terhadap kepuasan pelanggan sebesar 3,92%. Secara parsial kepercayaan tidak berpengaruh signifikan terhadap kepuasan pelanggan sebesar 3,13%. Penelitian secara simutan menunjukkan bahwa kulaitas pelayanan, kualitas produk, dan kepercayaan berpengaruh signifikan terhadap kepuasan pelanggan sebesar 17,13% dan sisanya 83,87% dipengaruhi oleh faktor – faktor lainnya. Kata Kunci : Kualitas Pelayanan, Kualitas Produk, Kepercayaan, Kepuasan Pelanggan ABSTRACT Sharia banking business is very fast, as evidenced by the increasing number of banks that use sharia principles in various places. So that requires businesspeople to pay more attention to customer want and needs. This study aims to determine how the quality of service quality, product quality, and trust in the satisfaction of the BNI Syariah downstream branch customers. This research is a quantitative research with data collection techniques through questionnaires. The sample of this study was 100 people from BNI Syariah customers in the downstream dam with a purposive sampling method, using the coefficient determination (R2) with SPSS 22. The results of the study found that partially the service quality did not have a significant effect on customer satisfaction at 1,12%. Partially product quality has a significant effect on customer satisfaction of 3.92%. partially trust dies not have a significant effect on customer satisfaction of 3,13%. Simultaneous research shows that service quality, product quality and trust have a significant at 17,13% and the remaining 83,87% is influenced by other factors. Keywords : Service Quality, Product Quality, Trust, Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 15 Dec 2021 03:52 | ||||||||
| Last Modified: | 15 Dec 2021 03:52 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6261 |
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