Putri, Lydia Tri Novianty
(2021)
Analisis Tingkat Kepuasan Nasabah Terhadap Kualitas Pelayanan Jasa (Studi Kasus Pada Nasabah Tabungan IB Hasanah BNI Syariah Cabang Pekanbaru).
Other thesis, Universitas Islam Riau.
Abstract
This study aims to determine the level of customer satisfaction with the service quality of a case study for IB Hasanah BNI Syariah savings customers Pekanbaru Branch. The total population was 71,546 people with a sample of 100 respondents through the method of taking the size of the sample using the Slovin formula and the sample technique used was incidental sampling. The data collection method using a questionnaire. The data analysis technique used is descriptive percentage by giving a score to the statement items contained in the questionnaire. The results showed that the level of customer satisfaction of IB Hasanah savings with service quality at BNI Syariah Pekanbaru branch was in the medium category. This is evident based on the respondents' answers as a whole 59.8% of respondents expressed satisfaction with the service quality of BNI Syariah Pekanbaru Branch. In terms of each dimension of service quality, it was found that 60% of respondents were satisfied with the compliance dimension. 59% of respondents are satisfied with the tangible dimension (physical appearance). 58% of respondents are satisfied with the dimension of reliability (reliability). 60% of respondents are satisfied with the responsiveness dimension (response). 62% of respondents are satisfied with the dimension of assurance (assurance) and 55% of respondents are satisfied with the dimension of empathy (empathy). Some recommendations given to improve customer satisfaction are to increase the speed of employees serving customers and responsive in understanding customer desires in making transactions.
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