Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasaan Nasabah Di Bank BRI Syari'ah Cabang Pekanbaru

Yensi, Asni Remi (2021) Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasaan Nasabah Di Bank BRI Syari'ah Cabang Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

CITYThis study is motivated by the development of banking as an extension of financial services in collecting and distributing money through banking principles. The type of study is a quantity research. The data sources of this study are primary data and secondary data. The population of this study is all customers of BRI Sharia Bank in Pekanbaru city. The sample technique used is simple random sampling. The data collection technique used is questionnaires. To analyze data, the linear regression is used and performed by using the SPSS program. The factors that influence customer satisfaction from the Customer Service of BRI Sharia Bank of Pekanbaru city are examined through the partial test and it found that the t-value is greater than t-table (3.036 > 2.014), so it can be concluded that there is an influence of Quality service (X) on Customer Satisfaction (Y). The value of regression coefficient is 0.325, it means that every 1% increase in the level of Service Quality (X), then Customer Satisfaction (Y) will increase by 0.325. It is known that the significance value of Asymp. Sig. (2-tailed) of 0.490 is greater than 0.05. So, based on the Kolmogorov-Smirnov normality test, it can be concluded that the data is normally distributed. Thus, the conditions or requirements of normality in the regression model have been met. Therefore, it can be concluded that service quality has a significant influence on customer satisfaction at Bank BRI Syariah of Pekanbaru city.

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