ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SYARIAH INDONESIA KC SURABAYA DARMO

Abstract

This research aimed to find out the effect of service quality on customers’satisfaction at Bank Syariah Indonesia, the branch office of Surabaya Darmo. Thepopulation was customers of Bank Syariah Indonesia (BSI) who had donetransactions at the branch office of Surabaya Darmo in September 2021. In linewith that, there were 110 customers who mostly had done transactions at BSI,Surabaya Darmo as the sample. Furthermore, the data analysis technique usedmultiple linear regression with SPSS (Statistical Program for Social Science). Thedata were primary with questionnaires as the instrument in the data collectiontechnique. The questionnaires were distributed both offline and online to therespondents who had done their transactions.The analysis which determined customers’ satisfaction could be known fromits service quality. While the independent variables were Tangible (Ta), Reliability(Re), Responsiveness (Rs), Assurance (As), and Empathy (Em). Meanwhile, thedependent variable was customers’ satisfaction (KN).As the result, it concluded that Tangible (Ta), Reliability (Re),Responsiveness (Rs), Assurance (As), and Empathy (Em) had a positive effect oncustomers’ satisfaction at Bank Syariah Indonesia.