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PENGARUH KUALITAS PELAYANAN ISLAM TERHADAP KEPUASAN NASABAH TABUNGAN REGULER PADA BANK SYARIAH MANDIRI KANTOR CABANG BATU

Amrulloh, Firdausy Marchelina Irinda (2018) PENGARUH KUALITAS PELAYANAN ISLAM TERHADAP KEPUASAN NASABAH TABUNGAN REGULER PADA BANK SYARIAH MANDIRI KANTOR CABANG BATU. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This research is aimed to investigate the effect of service quality with CARTER dimension that includes: compliance, assurance, reliability, tangibles, empathy, and responsiveness towards regular savings customers satisfaction on Bank Syariah Mandiri branch Batu. This research employed quantitative approach with Bank Syariah Mandiri branch Batu as research object. Besides, the selection of research object was because the Bank Syariah Mandiri is one of the Top 5 Best Consumer Choice Islamic Bank. As the Bank Syariah Mandiri branch Batu is located in the strategic area which is in the center city or near with alun-alun of Batu City, thus it is accessible for customers. In addition, the Bank Syariah Mandiri branch Batu is completed with 24 hours ATM facility. Finally, the research calculation shows that independent variables jointly affect dependent variable. Partially, the result of t-test shows that compliance, assurance, and empathy variables are significantly influencing customer satisfaction, whereas reliability, tangibles, and responsiveness variables are not giving significant influence.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410510311046
Keywords: Customer Satisfaction, Quality of Islamic Service (compliance, assurance, reliability, tangibles, empathy, responsiveness)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Islamic Studies > Department of Islamic Economics (60206)
Depositing User: Sulistyaningsih Sulistyaningsih
Date Deposited: 16 Jul 2019 02:34
Last Modified: 16 Jul 2019 02:34
URI : http://eprints.umm.ac.id/id/eprint/47053

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