Pengaruh Produk Dan Kualitas Pelayanan Islam Terhadap Kepuasan Nasabah Pada Bank BSI Pekanbaru Cabang Panam Arengka

Yuntika, Rona (2021) Pengaruh Produk Dan Kualitas Pelayanan Islam Terhadap Kepuasan Nasabah Pada Bank BSI Pekanbaru Cabang Panam Arengka. Other thesis, Universitas Islam Riau.

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Abstract

The product is one of the factors that affect customer satisfaction, if the product cannot meet the quality of the customer, the customer will very easily switch to another bank. Quality of service in an Islamic perspective is a form of cognitive evaluation from consumers on the presentation of services by service organizations that rely on each of their activities to the moral values according to compliance that has been explained by Islamic law. The purpose of this study is to determine the effect of the product on customer satisfaction at Bank BSI Pekanbaru, Panam Arengka Branch. This research method uses descriptive quantitative method. The population in this study was the customers of BSI Pekanbaru, Panam Arengka Branch, which amounted to 1,171. and taken a sample of 100 customers. The results of this study are known from the results of the F-test which show that there is an influence of Islamic product and service quality on customer satisfaction based on the F-test of product variables and Islamic service quality jointly affect customer satisfaction. This can be seen from the calculated F test (126.464) > F table (3.090) with Sig f (0.000) < 0.05. Thus the product variable (X1) and Islamic service quality (X2) together have a positive effect on customer satisfaction (Y).

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