Analisis Kepuasan Nasabah Terhadap Pelayanan Bank Syariah di Kota Pekanbaru

Khairunnisa, Khairunnisa (2020) Analisis Kepuasan Nasabah Terhadap Pelayanan Bank Syariah di Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The rapid development of sharia banks in Pekanbaru City that compete with each other in providing the best and qualified service to customers makes it important to know the level of customer satisfaction on various service aspects provided by the sharia banks. The problem formulation of this study is the level of customer satisfaction on sharia bank services in Pekanbaru City. The aim of this study is to investigate the level of customer satisfaction on sharia bank services in Pekanbaru City. The type of this study is field research with survey techniques. The population of this study consists of customers of Sharia Commercial Banks in Pekanbaru City. The sample consists of 115 people with sampling technique based on the calculation of Hair and et.al. with the total assets of Sharia Commercial Banks in 2019 as a consideration in determining proportional allocations. The data sources consist of primary data and secondary data. The data collection techniques used are questionnaires and documentation. The data analysis technique used is descriptive statistics with frequency distribution. The results of this study show that most of the customers of sharia banks are satisfied with various service aspects provided by the sharia banks, there are five service aspects with the highest level of customer satisfaction in Pekanbaru City, namely the friendliness of sharia bank staff, the name and image of the banks, the skills of sharia bank employees, confidentiality on customer data, and various facilities offered by sharia banks. In addition, there are also five service aspects with the lowest level of customer satisfaction, namely the number of branches of sharia banks, parking facilities provided by sharia banks, opening hours of sharia banks, advertising of new sharia bank products, and advertising of products which already exist in the sharia banks.

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