文章基本信息

标题：ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION BANK SYARIAH Studi Pada PT. Bank Muamalat Indonesia dan Bank Syariah Mandiri di Banjarmasin
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作者：Heldalina ; Muhammad Riza Firdaus ; Ikhwan Faisal 等
期刊名称：JWM: Jurnal Wawasan Manajemen
印刷版ISSN：2337-5191
电子版ISSN：2527-6034
出版年度：2018
卷号：6
期号：3
页码：237-252
DOI：10.20527/jwm.v6i3.167
出版社：Universitas Lambung Mangkurat
摘要：The aim of this study was to: (1) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio) which simultaneously influence customer s’ satisfaction of Bank Muamalat and BSM B anjarmasin branch, (2) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit) which partial ly a ffect customer s’ satisfaction o f B ank Muamalat and BSM B anjarmasin branch, (3) analyz e differen t levels of customer s’ satisfaction (customer satisfaction) between Bank Muamalat Indonesia and Bank Syariah Mandiri (BSM). The population in this study were customer s of Bank Muamalat Indonesia and Bank Syariah Mandiri Banjarmasin b ranch with a of 100 people. T he t echnique used in taking sampl e was judgmental sampling . Testing the validity of the questionnaire was conducted using Pearson Product Moment, while the reliability test of questionnaire used Cronbach Alpha method. The data analysis was conducted using multiple linear regression and One-way ANOVA. Based on the results of multiple linear regression analysis it showed that the variables of service quality , that were, corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio simultaneously significant ly a ffect ed customer s’ satisfaction. P artially , only four variables that significantly affected, namely convenience, confidence, compliance and cost-benefit, while the corporal variable efficiency, core banking had no significant effect. B ased on the analysis of one-way ANOVA it showed that there was no difference in satisfaction between customers of Bank Muamalat Indonesia and Bank Syariah Mandiri .
关键词：Service Quality; Customer Satisfaction.