Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Nasabah pada Bank Syariah Mandiri Batam

Abstract

This study aims to know and analyze the quality of service (service quality) consisting of six dimensions (CARTER) dimensions of service quality with the dimensions of compliance, assurance, responsiveness tangible, empath), and reliability of customer satisfaction of Bank Syariah Mandiri in Batam city. The population in the research includes the customers of Bank Syariah Mandiri in Batam. Samples were chosen by using purposive sampling method, based on the above description of the population. Data collection techniques used questionnaires. The method used is simple regression analysis. The results of the compliance, responsiveness, tangible, empathy and reliability variables affect customer satisfaction, while assurance service quality has no effect. Limitations in this study is that there is only one dependent variable is customer satisfaction and samples taken only at Bank Syariah Mandiri in Batam. Further research is expected to add objects, research samples and add dependent variables.