Pengaruh Kualitas Pelayanan Jasa Perbankan Terhadap Kepuasan Nasabah pada PT Bank BNISyariah Batam

Abstract

This study is aimed to determine the effect of customer satisfaction bank BNI Syariah Batam. This study using purposive sampling and using certain criteria. The sample using in this study is the customer at BNI Syariah Batam and the sample obtained as many as 60 respondents. This study measures the satisfaction factors of public bank which rained BNI Syariah the customers which are using independent variables of tangible, reliability, responseiveness, assurance, and empathy. This study is with questionnaire. In addition, this study using data analysis with simple linear regression analysis method in SPSS 17.0 software. Moreover based on the results of data analysis and processing, it can identify that tangible variables, reliability, responsiveness, assurance and empathy have significant effect on customer satisfaction. Limitations in this study are only focusing on BNI Syariah bank customers in Batam city, for further research should the respondents should be more extended again and add independent variables that allegedly have an effect on customer satisfaction bank BNI Syariah.