PENGARUH SISTEM PELAYANAN BANK SYARIAH INDONESIA SAROLANGUN TERHADAP KEPUASAN NASABAH
Abstract
At this time, as we know, conventional banks are very superior compared to Islamic banks, therefore Islamic banks are always intensive in service quality to increase customer satisfaction. Bank Syariah Indonesia, the Sarolangun branch, always makes improvements to service for customers in various ways. Currently, Bank Syariah Indonesia Sarolangun is very concerned about the quality of bank services, which is to see how much customer satisfaction is for the services performed by the bank. Events that have occurred at the Indonesian Islamic bank Sarolangun where some of the customers on the bank's side experienced services that were a little detrimental to customers, therefore in this study to try to see how the quality of service performed by the bank whether the services provided were satisfying or vice versa. Does the service quality of the Indonesian Islamic bank sarolangun affect customer satisfaction which has experienced poor and unsatisfactory service by the customer.
This is a field research (field research) descriptive quantitative approach using the charter method to measure customer satisfaction with the bank, this research is through validity testing, reliability testing, classical assumption testing and simple linear regression testing by managing the data of several numbers obtained from the questionnaire and then describe and conclude the results of these data in order to determine the significant relationship of service quality to measure customer satisfaction
References
Ali Hasan, Marketing Bank Syariah ( Bogor, Ghalia Indonesia,2010), H.103
Daryanto, Konsumen dan Pelayanan Prima, ( Yogyakarta: gava Media, 2014 ), Hal 90
Endang sugiarto, psikologi pelayanan dalam industri jasa ( jakarta: gramedia, 2002 ) Soetanto
Ety Rochacty, Metodologi Penelitian Bisnis (Jakarta : Penerbit Mitra Wacana Media, 2009) hal 78
H Imam Ghozali, Aplikasi Analisis Multivariat dengan SPSS, ( Semarang : Badan Penerbit Universitas di ponegoro
Hadi dan Haryono, Metodologi Penelitian Pendidikan, ( Bandung : Pustaka Setia,1998) Hal 129
Hadinoto, Bank Ritel Mikro dan Konsumen, ( Jakarta :PT Elex Media Komputindo kelompok Gramedia, 2009 ) Hal 128
Kamsir,Pemasaran Bank,( Jakarta; kencana, 2005 ), Hal 232
Kasmadi, Penelitian Modren Penelitian Kuantitatif,( Bandung: Alfabeta,2004) Amrul
Kasmir, Pemasaran Bank, ( Jakarta Kencana, 2004 ) 213
Kasmir,Manajemen Perbankan ( Jakarta: Raja Grapindo Persabda, 2014), h 231-232
M. Iqbal Hasan, Pokok- Pokok Materi Statistik2 (Statistik Infresnsif ) ( Jakarta : putra 2010 ) hal 219 2009
M. Nur Rianto Al Arif, dasar dasar Pemasaran Bank syariah, ( Bandung: Alfabet,2010)
Saifudin Anwar,Metode Penelitian ( Yogyakarta: pustaka pelajar, 1991) ,Hal 21
Singgih Santoso ,SPSS, ( Jakarta : Gramedia, 2004 ), hal 27
Sugiyono, Metode Penelitian Bisnis, ( Bandung : CV Alfabeta,2004 ), Hal 135
Lady Octavia Limbong.”Pengaruh Pelayanan dan Kinerja Bank Terhadap Kepuasan Nasabah Bank.’studi kasus danamon cabang bogor skripsi sekolah pertanian bogor Oktober 2009, di akses pada 6 januari 2018
Nina indah febriana, kualitas layanan Bank,” Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia.” ( Tulungagung Fakultas Institut Agama Islam Negri ( IAIN) Vol.3, 2016
Wirdayani Wahab, Pelayanan Bank,” Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah,” ( pekan baru,ilmu Ekonomi Mahaputra Riau, Vol.2, 2017) h 6
Hiliyati Mun Ummaya.” Analisis Tingkat Kepuasan Nasabah BMT Berbasis Pelayanan.” Studi Kasus pada KS-BMT Masjid Al –Azhar Jakarta” ( Skripsi S1 Fakultas Syariah dan Hukum Universitas Islam Negeri Syarif Hidayatullah Jakarta, 2009 ) H. 15
Eswika nilasari dan istiatin, Fakultas Ekonomi,” Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pada Dealer PT. Ramayana Motor Sukoharjo,” ( Surakarta : Universitas Islam Batik Surakarta, Vol, 13. No 01, 2015)
Dwi Ariani dan Febrina Rosita,” Pengaruh Kualitas Layanan Terhadap Pelanggan dalam Membentuk Loyalitas Pelanggan.” ( Bisnis dan Birokrasi, Jurnal Administrasi dan Organisasi,hlm 114 )
Putri Dwi Cahyani, “Tingkat Kepuasan Nasabah Terhadap Kualitas Layanan Perbankan Syariah di Yogyakarta”, Tahun ( 2016)
Longginus,” Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah ,”Skripsi Fakultas Ekonomi program studi Manajemen, ( Yogyakarta 2016 ) , Hal 41 . di akses 15Januari 2018.
Juzan Tri Hartono, Analisis Pengaruh Kualitas Pelayanan Jasa Perbankan Terhadap Kepuasan Nasabah (studi kasus pada PT.BPR Bank Jogja ) ,Tesis Program Magister Manajemen Universitas Gundarma,2010.
Agus,” Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah PT Bank Mandiri Persero TBK cabang Pingrang .”
Yuhanna,” Analisis Kualitas Pelayanan Nasabah Berbasis Prinsip Syariah
Malik Ibrahim, and Sitti Marijam Thawil. “Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggam.” Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT 4, no. 1 (n.d.): 175–82.
Monica, Chintia, and Doni Marlius. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Nagari” 07, no. 01 (2023).
Nafsi, Rahmat, and Sabri. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah” 4, no. 1 (2020): 19–39.
Putra, Rizky Pratama, and Sri Herianingrum. “Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya.” Jurnal Ekonomi Syariah Teori dan Terapan 1, no. 9 (December 2, 2015): 622. https://doi.org/10.20473/vol1iss20149pp622-635.
Risal, Taufiq. “Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada BMT Kampoeng Syariah .” Jurnal Ekonomi dan Bisnis 4, no. 2 (n.d.): 117–25.
1.png)
