Zaenab, Ratna Siti (2017) PENGARUH KUALITAS PELAYANAN DAN PRODUK PERBANKAN SYARIAH TERHADAP KEPUASAN NASABAH: Survei Pada Kantor Cabang Bank Jabar Banten Syariah Kota Bandung. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Dalam perkembangan terakhir, industri perbankan Syariah ternyata mengalami penurunan performa dibanding perbankan konvensional. Total nasabah perbankan Syariah masih lebih kecil dibandingkan dengan Bank konvensional. Saat ini pertumbuhan nasabah di industri Bank Syariah rata – rata mencapai kisaran 15-20 persen. Terjadi ketimpangan antara harapan nasabah dengan kenyataan pelayanan yang diberikan bank. Tidak sedikit nasabah yang mengungkapkan kritikan dan keluhan karena pelayanan yang diberikan kurang atau bahkan tidak memuaskan. Kritikan dan keluhan tersebut yang dapat menimbulkan persepsi negatif para nasabah. Apabila hal tersebut dibiarkan terus menerus dapat menurunkan tingkat kepercayaan nasabah. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan produk perbankan Syariah terhadap kepuasan nasabah (survei pada kantor cabang Bank jabar banten Syariah kota Bandung). Penelitian ini menggunakan data primer. Metode penelitian yang digunakan adalah metode deskriptif kausalitas dengan analisis regresi linier berganda. Variabel dependen dalam penelitian ini adalah kepuasan nasabah. Selanjutnya, variabel independen dalam penelitian adalah kualitas pelayanan dan produk perbankan Syariah. Berdasarkan hasil penelitian diketahui bahwa Kualitas pelayanan (X1) berpengaruh signifikan terhadap kepuasan nasabah (Y). Sementara Produk perbankan Syariah (X2) berpengaruh signifikan terhadap kepuasan nasabah (Y). Serta Variabel bebas (X1) kualitas pelayanan dan (X2) produk perbankan Syariah secara simultan berpengaruh terhadap variabel terikat (Y) kepuasan nasabah.---------- In recent developments, the Sharia banking industry has declined in performance compared to conventional banking. Total customers of Syariah banking are still smaller than conventional banks. At present, the growth of customers in the Sharia Bank industry averages around 15-20 percent. There is an imbalance between customer expectations and the reality of services provided by banks. Not a few customers who express criticism and complaints because the services provided are less or even unsatisfactory. Criticisms and complaints that can lead to negative perceptions of customers. If it is allowed to continue continuously can lower the level of customer confidence. This study aims to determine the effect of service quality and products of Syariah banking to customer satisfaction (survey at Bank branch office jabar banten Sharia city of Bandung). This study uses primary data. The research method used is descriptive method of causality with multiple linear regression analysis. Dependent variable in this research is customer satisfaction. Furthermore, the independent variables in the research are the quality of service and products of Sharia banking. Based on the results of research known that the quality of service (X1) have a significant effect on customer satisfaction (Y). While Islamic banking products (X2) have a significant effect on customer satisfaction (Y). As well as independent variables (X1) quality of service and (X2) Sharia banking products simultaneously affect the dependent variable (Y) customer satisfaction.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | No. Panggil:S EKI ZAE p-2017; Pembimbing :I.Eeng Ahman , II.Suci Aprilliani Utami; NIM:1300818 |
| Uncontrolled Keywords: | Kepuasan Nasabah, Kualitas Pelayanan, Produk Perbankan Syariah, Customer Satisfaction, Quality of Service, Sharia Banking Products, |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HG Finance |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Ilmu Ekonomi dan Keuangan Islam |
| Depositing User: | DAM staf |
| Date Deposited: | 03 Sep 2018 06:47 |
| Last Modified: | 03 Sep 2018 06:47 |
| URI: | http://repository.upi.edu/id/eprint/31531 |
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