ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SYARIAH MANDIRI SINGKAWANG

Abstract

Government policies that contribute to the development of Islamic banking services have consequences for the high level of competition. In the midst of intense competition, banks are required to implement a high-quality service system on all product lines and services. The products and services offered are essentially intended to satisfy customer needs in all of their financial activities. To fulfill this, banks must creatively create products and services that can increase customer satisfaction in saving in Islamic banking. This study aims to determine the level of significance of the influence between service quality and the level of customer satisfaction in Mandiri Singkawang Syariah Bank both simultaneously and partially. The results of the research conducted were that service quality had an effect on the level of customer satisfaction simultaneously at Bank Syariah Mandiri Singkawang at 41.90% while the rest was influenced by other variables. While partially only compliance variables have a positive and significant effect on the level of customer satisfaction in Bank Syariah Mandiri Singkawang. While the tangible, reliability, responsiveness, assurance and empathy variables have a positive but not significant effect on the level of customer satisfaction in Bank Syariah Mandiri Singkawang.