Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Di Batam

Abstract

This study aims to examine and analyze the effect of service quality on customer satisfaction of sharia banking in Batam City. This research is using primary data by using question for the respondents and using purposive sampling. The sample in this research are using 180 respondents of syariah bank customers in 6 Banks, Bank BNI Syariah, Mandiri Syariah, BRI Syariah, Muamalat, BTN Syariah, and CIMB Niaga Syariah. The type of data in this study is the interval scale with scaling method used in the instrument of Likert scale with 5 rating categories. Data processing techniques in this study using SPSS software program 17. The results of the research showed that service quality variables consisting of the dimensions of compliance, assurance, reliability, tangibility, empathy, and responsiveness have positive effect to customer satisfaction in Islamic banking. This study contributes to corporate managers to further improve the quality of service to customers, especially in considering decision-making and strategies to maintain the image (image) in competitive competition. For further research is expected to add research variables and increase the sample of research.