Survei Kepuasan Nasabah terhadap Pelayanan dan Sarana Prasarana Bank BRI Syariah

Abstract

Abstract.The purpose of this study is to find out the factors of service quality that affect customer satisfaction, the service quality dimension (SERVQUAL) by Parasuraman consists of 5 tangible dimensions, tangibles, reliability, responsiveness, assurance and assurance, assurance and assurance Empathy (empathy).

The variables in this study consisted of the independent variable Service Quality (X) consisting of Tangibles, Responsiveness, Assurance, Reliability, Emphaty, while the dependent variable in this study was Customer Satisfaction (Y). The analytical test tool used was SPSS 21 and Microsoft Excel with a simple regression analysis method.

The conclusion from the results of the study showed that Tangibles, Responsiveness, Assurance, Reliability, Empathy had a positive and significant effect on customer satisfaction. Based on the descriptive description, it can be concluded that the quality of service in BRI Syariah Kanca Rancaekek according to the results of respondents' answers through questionnaires to 378 people shows that 87.30% agreed that the service of BRI Syariah KCP Rancaekek was very good and satisfying. Following is the description of the results of the calculation of Customer Satisfaction based on the indicators.

Keywords : service quality, Customer Satisfaction

Abstract.Tujuan dari penelitian ini untuk mengetahui faktor-faktor kualitas pelayanan yang mempengaruhi kepuasan nasabah, dimensi kualitas pelayanan (SERVQUAL) oleh Parasuraman terdiri dari 5 dimensi Berwujud (tangibles), Kehandalan (reliability), Ketanggapan (reponsiveness), Jaminan dan Kepastian (assurance), Empati (empathy).

Variabel dalam penelitian ini terdiri dari variabel independen Kualitas Layanan (X) terdiri dari Tangibles, Responsiveness, Assurance, Reliability, Emphaty, sedangkan variabel dependen dalam penelitian ini adalah Kepuasan Nasabah (Y). Alat uji analisis yang digunakan adalah SPSS 21 dan Microsoft Excel dengan metode analisis regresi sederhana.

Kesimpulan dari hasil penelitian menunjukan bahwa Tangibles, Responsiveness, Assurance, Reliability, Emphaty berpengaruh positif dan signifikan terhadap kepuasan nasabah. Berdasarkan uraian deskriptif dapat disimpulkan bahwa kualitas layanan di BRI Syariah KCP Rancaekek menurut hasil jawaban responden melalui kuesioner terhadap 378 orang diperoleh kesimpulan bahwa sebesar 87.30% yang menyatakan setuju pelayanan BRI Syariah KCP Rancaekek sangat baik dan memuaskan. Berikut uraian hasil penghitungan Kepuasan Nasabah berdasarkan indikatornya.

Kata Kunci : Kualitas Pelayanan, Kepuasan Nasabah