Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Indonesia KCP Rengat

Sulistiani, Nita (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Indonesia KCP Rengat. Other thesis, Universitas Islam Riau.

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Abstract

This research was motivated by the importance of services quality that was given by teller and it would give influence on customer satisfaction at Indonesia sharia bank KCP Rengat. The purpose in this research examined to know the influence of teller services quality on customer satisfaction at Indonesia sharia bank KCP Rengat. This research used field research by using quantitative approach with simple liner regression as analysis tools that was given. The population in this research involved Indonesia sharia bank KCP Rengat from January 2021 until February 2021 with 8.639 customers. The sampling technique used Krejcie and Morgan and the sample could be 368 customers. The sampling used accidental sampling and the research instrument used questionnaire. From the result of t counted 3.053 > t table 1.984 and significant score 0.003 < 0.005 and it meant that services quality (X) gave positive significant influence on customer satisfaction (Y) Indonesia sharia bank KCP Rengat. From the result determination coefficient (R2) showed that independent variable (X) influenced dependent variable (Y)at Indonesia sharia bank KCP Rengat in 0.112 or 11.2% that could be concluded that there was any influence of services quality on customer satisfaction and others 88.8% influenced by others factors that could not be stated in this research.

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