Pengaruh Pelayanan Islami Customer Service Terhadap Kepuasan Nasabah Pada Bank Riau Kepri Cabang Syariah Pekanbaru

Anggraini, Safitri (2022) Pengaruh Pelayanan Islami Customer Service Terhadap Kepuasan Nasabah Pada Bank Riau Kepri Cabang Syariah Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Customer satisfaction is the comparison between expectations before making the purchase or receiving service and the condition after purchasing or receiving service. The are some factors that influence customer satisfaction, namely product factors and service factors. Therefore, it is interesting to study whether the Sharia Riau Kepri Bank branch Pekanbaru offers and provides very satisfying Islamic services to create customer satisfaction. This study uses a quantitative approach, with a sample of 100 respondents. The data sources of this study are from primary and secondary data. The primary data are obtained from questionnaires answered by the respondents. Meanwhile, the secondary data are obtained from journals and books related to this study. The data analysis technique used in this study is simple linear regression analysis examined by the T-test (Partial) and the Coefficient of Determination test (R2). The results of this study show that there is a positive and significant influence of Islamic service on customer satisfaction at Sharia Riau Kepri Bank Branch Pekanbaru. The results show that T-count (11.447) > T-table (1.98) with a significance value of 0.000 < 0.05 partially. The result of the coefficient of determination test is 57.2%. So, it can be concluded that Islamic costumer service influences customer satisfaction at Sharia Riau Kepri Bank Branch Pekanbaru.

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