Analisis Kualitas Layanan dan Kepuasan Nasabah Bank Syariah Indonesia

Any Meilani, Dian Sugiarti

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.

Keywords

service quality, customer satisfaction, dimensi carter, islamic bank, merger

Full Text:

PDF

References

Ach Zuhri, R. H. (2016). Dimensi CARTER dalam Peningkatan Kualitas Layanan BPRS Bhakti Sumekar Sumenep. Jurnal Ekonomi Dan Perbankan Syariah, 3(P-ISSN: 2354-7057; E-ISSN: 2442-3076).

A.S. Moenir. (2008). Manajemen Pelayanan Umum di Indonesia. PT Bumi Aksara.

Assauri, S. (2003). Customer Service yang Baik Landasan Pencapaian Customer Satisfaction. 01, 25–30.

Ayu, G., Grace, P., & Irmawati, S. (n.d.). Analisis Kualitas Layanan Dan Kepuasan Nasabah Pt. Cimb Niaga Cabang Denpasar (Studi Komparasi Sebelum Dan Setelah Merger).

Dewi Wufandari, C. (2005). Analisis Perbandingan Kualitas Layanan Antara Bank Pemerintah Dan Bank Swasta (Issue 2).

Febriana, N. I. (n.d.-a). Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia Kantor Cabang Pembantu Tulungagung.

Febriana, N. I. (n.d.-b). Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia Kantor Cabang Pembantu Tulungagung.

Lupiyoadi, R. . D. A. H. (2011). Manajemen Pemasaran Jasa. Salemba Empat.

Made, D., Anggabrata, W., & Rahanata, G. B. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Padaal Pt Bpr Balidana Niaga Denpasar. 4(5), 1196–1205.

Otoritas Jasa Keuangan. (2021). Statistik Perbankan Syariah - Januari 2021. https://www.ojk.go.id/id/kanal/syariah/data-dan-statistik/statistik-perbankan-syariah

Rangkuti, F. (2003). Measuring Customer Satisfaction. PT. Gramedia Pustaka Utama .

Sugiarto, dkk. (2001). Teknik Sampling. Gramedia Pustaka Utama.

Sumadi, S. (2018). MEASURING THE CUSTOMER SATISFACTION OF ECONOMIC CAPITALIS THEORY. International Journal of Economics, Business and Accounting Research (IJEBAR), 2(02).

Tjiptono, F. (2004). Manajemen Jasa (1st ed.). Andi Offset.

Yamit, Z. (2010). Manajemen Kualitas Produk & Jasa . Ekonisia, 1.

Refbacks

  • There are currently no refbacks.