Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan | Khaliq | Relevance: Journal of Management and Business

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

Restu Khaliq(1*)
(1) UIN Antasari Banjarmasin
(*) Corresponding Author
DOI : 10.22515/relevance.v2i1.1609

Abstract

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.

Keywords: Service Quality, Customer Satisfaction, CARTER

Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.

Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER


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