Pengaruh Service Quality terhadap Kepuasan Nasabah Bank Umum Syariah di Gading Serpong

Abstract

Service quality on customer satisfaction Islamic banking will be the main objective in this study because of the level of the increasingly sharp competition among banking company in Indonesia. From these statements, in this study will now study the impact of service quality on customer satisfaction Islamic banks in Gading Serpong, using a dimensional approach service quality consists of physical evidence(tangibles), reliability (reliability), responsiveness (responsiveness), guarantees (assurance) and attention (empathy). Research was conducted on Islamic banks in Indonesia with operations in Gading Serpong. From these results it can be seen that the variables of service quality is empathy positive and significant impact on customer satisfaction Islamic banks in Gading Serpong, responsiveness, tangible and assurance effect on customer satisfaction while reliability dimension there is no positive effect on customer satisfaction Islamic banks in Gading Serpong. This proves that the coefficient of determination (R ²) to the satisfaction of the customer at 0.569. It shows 56.9% variable empathy, responsiveness, tangible, assurance can influence customer satisfaction significantly.