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ANALISIS PERBANDINGAN KUALITAS PELAYANAN DAN KEPUASAN NASABAH (Studi pada Nasabah Bank MANDIRI Konvensional Soekarno Hatta Kota Malang dan Bank MANDIRI Syariah Letjan sutoyo Malang )

Hidayah, Himmatul (2018) ANALISIS PERBANDINGAN KUALITAS PELAYANAN DAN KEPUASAN NASABAH (Studi pada Nasabah Bank MANDIRI Konvensional Soekarno Hatta Kota Malang dan Bank MANDIRI Syariah Letjan sutoyo Malang ). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to reveal the comparison of service quality and customer satisfaction between Mandiri syariah banks and conventional Mandiri banks. This study uses by comparative quantitative approach. Primary data is obtained through data collection in the form of a questionnaire. The respondent in this study are individual who have become customer of Bank Mandiri Syariah and Bank Mandiri Conventional and Individuals who have been Visited Mandiri Syariah banks in Letjan Sutoyo and Conventional Mandiri Banks in Soekarno Hatta more than twice transactions as many as 120 respondents (60 bank respondents Sharia and 60 respondents of conventional banks) selected using purposive sampling technique and analyzed using SPSS 20 software with an Independent Sample T-test. The results obtained from this study show that in Conventional bank service quality items t count ≤ t table (0.627≤1.66) or sig value. > 0.05 (0.532> 0.05) and on customer satisfaction items t count ≤ t table (0,869≤1,98) or sig value. > 0.05 (0,387>0,05). In other words there is no significant difference between Islamic banks and conventional banks.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410160311023
Keywords: Comparison, Quality of Service, Customer Satisfaction of Mandiri Syariah and Conventional Independent Banks
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: CKO Repository
Date Deposited: 27 Dec 2018 02:23
Last Modified: 27 Dec 2018 02:23
URI : http://eprints.umm.ac.id/id/eprint/42618

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