Analisis Kualitas Layanan dan Kepuasan Nasabah Bank Syariah Indonesia

Abstract

The merger of the three Islamic commercial banks (Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri) into Bank Syariah Indonesia will influence customers in assessing the service quality of Bank Syariah Indonesia after the merger. The difference in service will definitely be felt by customers, both in terms of quantity and quality. This study aims to see whether or not there is an influence between service quality and customer satisfaction at Bank Syariah Indonesia in Bandung area. The method used in this research is quantitative through the distribution of closed questionnaires with 6 independent variables of service quality dimensions, namely compliance, assurance, reliability, tangible, empathy, and responsiveness or CARTER. The results of the study show that there is a significant influence between the assurance variable and customer satisfaction, the reliability variable and customer satisfaction, the tangible variable and customer satisfaction, the empathy variable and customer satisfaction, I and the variable responsiveness to customer satisfaction (customer satisfaction). The CARTER dimension variable of service quality also has a simultaneous significant effect on the customer satisfaction variable.