KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP TINGKAT KEPUASAN NASABAH DI BMT UGT SIDOGIRI CAPEM WARU
Abstract: The quality of
service has a close relationship with customer satisfaction. The quality of
service provided an impetus to the customer to establish bonds of strong
relationships with the company. When already interwoven bond, then the customer
will choose the company and when they came to the company, they already have
expectations about what kind of service will be obtained (acceptable) based on
previous experience, communication, Word of mouth has ever heard, other
information has ever been received, as well as the influence of the need. The
service ever experienced will become the accepted standard of comparison services
at this time.
Based on that background, the outline of the problem surfaced, namely:
whether quality of service indicators simultaneously influences on satisfaction
clients in BMT UGT Sidogiri Waru Branch? Whether quality of service indicators
affects customer satisfaction against partially in BMT UGT Sidogiri Waru
Branch? And what indicators are most influential to the satisfaction of the
customer in BMT UGT Sidogiri Waru Branch?
The purpose of this research is to know the influence of partially and
simultaneous, as well as the most dominant indicator of service quality on
customer satisfaction levels in response to BMT UGT Sidogiri Waru Branch. The
dimensions of service quality consist of intangibles, reliability, response,
reassurance and empathy. This research uses descriptive quantitative methods,
with incidental sampling technique with a number of respondents as much as 88
clients.
The results of data analysis using regression analysis showed that,
simultaneously, the quality of service which consists of intangible variables,
reliability, response, reassurance and empathy to the customer with the highest
level of satisfaction F_hitung > F_tabel 2,368 3,626 and significance of
0.005. Partially, intangible factors have a significant influence on the value
significance of 0,249, whereas the factors of reliability, response,
reassurance and empathy don’t have significant effects. The most dominant
factor influence on satisfaction clients is a tangible factor, because the
value of the significance of these factors most of 0.264. The regression
equation is obtained as follows: Y = 5.492 + 0.179X1 + 0.115X2 + 0.122X3 –
0.007X4 + 0.113X5 indicates that increasing the quality of service in terms of
intangibles can increase customer satisfaction.
Keywords: quality of service,
reliability, intangibles, response, reassurance, empathy, and the satisfaction
of the customer
Penulis: Lilik Rahmawati,
Nofiana Hudayatin
Kode Jurnal: jpperadabanislamdd130095
