Faktor-Faktor Yang Mempengaruhi Kepuasan Nasabah Pada Pt. Bank Bni Syariah Kantor Cabang Sudirman Pekanbaru.

Asiani, Nuri (2018) Faktor-Faktor Yang Mempengaruhi Kepuasan Nasabah Pada Pt. Bank Bni Syariah Kantor Cabang Sudirman Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research was conducted at PT. Bank BNI Syariah Sudirman Branch Office Pekanbaru. The purpose of this study is to determine the factors that influence customer satisfaction at PT. Bank BNI Syariah Sudirman Branch Office Pekanbaru. The population in this study were customers of BNI Syariah Sudirman Branch Office Pekanbaru in the 2017 period, amounting to 61,492 customers. The sample in this study were 100 respondents. The sampling technique in this study was carried out by simple random sampling technique. Methods of collecting data using a questionnaire. Data analysis in this study is descriptive quantitative by using multiple linaer regression methods and the data is analyzed using the SPSS Version.23.0 program. Then an analysis of the data is carried out, this analysis includes: validity and reliability test, multiple linear regression analysis, hypothesis testing through t test and F test, and correlation coefficient, and coefficient of determination. From the analysis obtained multiple linear regression equation: Y = 2.850 + 0.237 X1 + 0.419 X2 + 0.267 X3 + e. Where the variable of product quality (X1), service quality (X2) and trust (X3) has a positive effect on customer satisfaction. From the results of the regression coefficients obtained the most dominant factor shows the service quality factor (X2 = 0.419) to be the biggest factor that affects customer satisfaction. Hypothesis testing using the t test shows that the three independent variables studied proved to have a positive effect on the dependent variable customer satisfaction can be seen from the value of product quality factors 2.024, 5.310 service quality factors, and trust factor 2.525. Then through the F test it is known that the three independent variables together have a positive effect on customer satisfaction,can be seen from the value of Fcount greater than Ftable (63.225> 2.70). And through the correlation coefficient that the independent variable with the dependent variable is known to the R value of 0.815 or equivalent to 81.5% which means the interpretation of the correlation coefficient is very strong. And seen from the coefficient of determination that the Adjusted R Square number of 0.653 indicates that 65.3% of customer satisfaction variables can be explained by the three independent variables in multiple linear regression equations.

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