Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Pada Bank Umum Syariah di Surakarta

Authors

  • Ulul Azmi Mustofa STIE AAS Surakarta, Indonesia
  • Yudi Siyamto STIE AAS Surakarta, Indonesia

DOI:

https://doi.org/10.29040/jiei.v1i02.32

Abstract

The purpose of this study was to determine whether there is influence of service quality on customer satisfaction Islamic banks, so as to identify which dimension of service quality that is dominant in influencing customer satisfaction.

Variables used consists of dimensional compliance, assurance, reliability, tangible, empathy and responsiveness known  CARTER name. This research was conducted in the region with a population Surakarta Islamic commercial bank customers are categorized as foreign banks with a sample of 90 respondents, as well as the sampling process is done by accidental sampling.

The results showed that partially dimensional compliance, reliability, tangibility, empathy, responsiveness individual has an influence on customer satisfaction Islamic commercial bank. As for the variables assurance there are no significant effects. In this case the use CARTER dimension is good enough since it simultaneously has the effect on customer satisfaction.


Keywords: Service Quality, Customer Satisfaction, CARTER

References

Abdulqawi Othman dan Lynn Owen, “Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks; a Case Study in Kuwait Finance Houseâ€, International Journal of Islamic Financial Services, Volume 3, No. 1, April-June 2001, http://islamic-finance.net/journals/ journal9/abdulqawi.pdf

Astuti, Septin Puji, et, al.,, 2009, “Meningkatkan Kualitas Pelayanan di Bank Syariah; Penelitian dengan Fuzzy Servqual dan Dimensi Carterâ€, Jurnal Manajemen Bisnis Vol. 2 No. 1 April-Juli 2009 (47-58).

Dharmayanti, Diah. 2006. “Analisis Dampak Service Performance Dan Kepuasan Sebagai Moderating Variable Terhadap Loyalitas Nasabahâ€. Jurnal Manajemen Pemasaran, Vol. 1, No. 1, April 2006: 35-43

Hasan, Ali. 2010. “Marketing Bank Syariah Cara Jitu Meningkatkan Pertumbuhan Pasar Bank Syariahâ€. Ghalia Indonesia. Bogor.

Hasan, M. Iqbal. 2002, “Pokok-Pokok Materi Metodologi Penelitian dan Aplikasinyaâ€, Cetakan Pertama, Ghalia Indonesia, Jakarta.

Hasanah, Uswatun, 2013, “Analisis Pengaruh Kualitas Pelayanan Pt. Bank Muamalat Indonesia Cabang palu Terhadap Tingkat Kepuasan Nasabahâ€, ISTIQRA’, Jurnal Penelitian Ilmiah, Vol. 1, No. 1 Januari-Juni 2013

http://economy.okezone.com/read/2013/03/07/457/772547/januari-2013-aset-bank-umum-di-surakarta-tumbuh-22-61 (diakses tanggal 2 januari 2015)

http://rri.co.id/post/berita/106698/ekonomi/lambat_pertumbuhan_perbankan_syariah_di_surakarta.html (diakses tanggal 2 januari 2015)

Kotler, Philip, 1994, Manajemen Pemasaran : Analisis, Perencanaan, Implementasi dan Pe-ngendalian, Salemba Empat, Jakarta

Sangadji, Etta Mamang dan Sopiah. 2013. “Perilaku konsumenâ€. CV. Andi Offset. Yogyakarta.

Tjiptono, Fandy 2000. “Prinsip-prinsip Total Quaiity Serviceâ€. CV. Andi Offset.Yogyakarta.

Wijaya, Tony. 2011. “Manajemen Kualitas Jasaâ€. Indeks. Jakarta.

Downloads

How to Cite

Mustofa, U. A., & Siyamto, Y. (2017). Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Pada Bank Umum Syariah di Surakarta. Jurnal Ilmiah Ekonomi Islam, 1(02). https://doi.org/10.29040/jiei.v1i02.32

Issue

Vol. 1 No. 02 (2015): Jurnal Ilmiah Ekonomi Islam, Vol. 01, No. 02, Juli 2015

Section

Articles

Citation Check

License

The copyright of the article fully belongs to the Jurnal Ilmiah Ekonomi Islam and publishing rights belong entirely to LPPM STIE AAS Surakarta

 Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.