文章基本信息

标题：Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah
本地全文：下载
作者：Zulfikri Charis Darmawan ; Ahmad Ajib Ridlwan
期刊名称：Al-tijary
印刷版ISSN：2460-9404
电子版ISSN：2460-9412
出版年度：2018
卷号：3
期号：2
页码：107-115
DOI：10.21093/at.v3i2.1096
出版社：IAIN Samarinda
摘要：Increasing customer satisfaction is a demand that must be implemented, because by increasing customer satisfaction then the existence of Islamic banking can be maintained. Although the level of competition sharia financial institutions are also getting tighter. One of the instruments that can increase customer satisfaction is the quality of banking services.This research is quantitative research which aims to know how big influence of service quality of bank to customer satisfaction at BTN Syariah Kc Surabaya. From the results of research conducted with independent variables of quality of banking services with indicators of physical evidence, reliability, responsiveness, assurance, empathy, sharia compliance. Through incidental sampling technique with 100 respondents and questionnaire distribution method can be concluded that the quality of banking services in BTN Syariah Kc Surabaya as a whole affects customer satisfaction.
其他摘要：Increasing customer satisfaction is a demand that must be implemented, because by increasing customer satisfaction then the existence of Islamic banking can be maintained. Although the level of competition sharia financial institutions are also getting tighter. One of the instruments that can increase customer satisfaction is the quality of banking services.This research is quantitative research which aims to know how big influence of service quality of bank to customer satisfaction at BTN Syariah Kc Surabaya. From the results of research conducted with independent variables of quality of banking services with indicators of physical evidence, reliability, responsiveness, assurance, empathy, sharia compliance. Through incidental sampling technique with 100 respondents and questionnaire distribution method can be concluded that the quality of banking services in BTN Syariah Kc Surabaya as a whole affects customer satisfaction.
关键词：service quality; customer satisfaction; Islamic banking.
其他关键词：Quality of bank service; customer satisfaction; sharia finance.