PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SYARIAH INDONESIA (BSI) KANTOR CABANG PEMBANTU CILACAP DIPONEGORO

Abstract

This study was conducted to determine the effect of service quality using the dimensions of reliability, assurance, tangibles, empathy, and responsiveness on customer satisfaction at Bank Syariah Indonesia (BSI) Cilacap Diponegoro Sub-Branch in 2023. This research is quantitative in nature. The data collection technique used was a questionnaire. A sample of 100 respondents was selected based on the Slovin formula. The research method used was multiple linear regression analysis. The results obtained through the T-test (partial) showed that reliability, assurance, tangible, empathy, and responsiveness had a significant effect on customer loyalty at Bank Syariah Indonesia KCP Cilacap Diponegoro. Meanwhile, simultaneous testing (F test) of service quality, which consists of the dimensions of reliability, assurance, tangibles, empathy, and responsiveness, simultaneously has a significant effect on customer satisfaction at Bank Syariah Indonesia KCP Cilacap Diponegoro by 90.6%.