PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN NASABAH PT BANK PERKREDITAN RAKYAT SYARI’AH KOTA MOJOKERTO

HELDA SURYANI MASRUROH, HELDA SURYANI MASRUROH (2019) PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN NASABAH PT BANK PERKREDITAN RAKYAT SYARI’AH KOTA MOJOKERTO. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

Masruroh, Helda Suryani, 2018. Effect of Quality Service on PT Bank Perkreditan Rakyat Syari’ah Kota Mojokerto. Thesis / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I: Budi Utami, SE., MM Supervisor II: Eny Setyariningsih, SE., MM PT Bank Perkreditan Rakyat Syari’ah Kota Mojokerto who uses Ijarah Banking Services, the purpose of this study is to determine the effect of service quality on customer satisfaction in the Shariah People's Credit Bank in Mojokerto City. This study uses quantitative research with the number of respondents as many as 95 samples and data processing using SPSS 17 for Windows. With multiple regression analysis obtained the equation: Y = Y = 5.999 + 0.517X_1 + 0.238X_2 + 0.449X_3 + 0.045 X_4 + 0.009X_5With partial analysis, tangibles variables obtained coefficient: 3.241 and significance 0.002. Reliability variables obtained coefficient: 2,595 with a significance of 0.004. The variable responsivness obtained by the coefficient: 2.401 with a significance of 0.003. Assurance variables obtained coefficient value of 2.321 with a significance of 0.006, and for Variable empathy obtained by a coefficient of 4.550 with a significance of 0.001. Based on the simultaneous test results obtained F_count value of 22.978 greater than F table of 2.31 with a signification of 0.000 smaller than 0.05 indicating that the five variables together have a positive and significant effect on customer satisfaction of PT Bank Perkreditan Rakyat Syari’ah Kota Mojokerto Keywords: Service quality, Customer Satisfaction.

Item Type: Skripsi/Thesis (Bachelor)
Uncontrolled Keywords: Service quality, Customer Satisfaction
Subjects: 0 Majapahit Islamic University Subject Areas > Fakultas Ekonomi > Manajemen
Divisions: Faculty of Economics > Management
Depositing User: Perpus Unim
Date Deposited: 19 Mar 2019 06:54
Last Modified: 02 Apr 2019 04:49
URI: http://repository.unim.ac.id/id/eprint/417

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