Abstract
The
portion of Islamic banking is still small when compared with national
banks. But when viewed from different potential of this industry will
continue to grow exponentially. Various businesses can compete to win
Islamic banking market in a way satisfying the customer. Likewise with
BNI Syariah after pursuing a strategy spin-off of Bank BNI, will be more
independent and focus to meet customer requirements in order to reach
customer satisfaction. In this study the authors use the service
quality, customer value, and product attributes of Islam as an
independent variable to be studied how they affect customer
satisfaction.
After doing a literature review and hypothesis formulation, data obtained from questionnaires from 100 customers BNI Syariah Semarang branch, which is obtained by using purposive sampling. Questionnaire method is used to determine the response of respondents to each variable. The results showed that the coefficient of determination shown in the Adjusted R Square of 0.568, which means that customer satisfaction impact can be explained by the three independent variables in this research that the quality of service, customer value, and product attributes of Islam by 56.8%, and the remaining 43.2% can be explained by other variables outside the model of this research. Partially based on the results of t test variables in this study has positive and significant in which the customer has the greatest influence than other variables in this study, while product attributes Islam has the lowest impact on customer satisfaction. Based on F test results indicate that simultaneously or jointly variables in this research is service quality, customer value, and product attributes of Islam has positive and significant impact on customer satisfaction. Therefore, to increase customer satisfaction can be done by improving service quality, customer value, and product attributes of Islam.
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koleksi karya ilmiah LAIN
After doing a literature review and hypothesis formulation, data obtained from questionnaires from 100 customers BNI Syariah Semarang branch, which is obtained by using purposive sampling. Questionnaire method is used to determine the response of respondents to each variable. The results showed that the coefficient of determination shown in the Adjusted R Square of 0.568, which means that customer satisfaction impact can be explained by the three independent variables in this research that the quality of service, customer value, and product attributes of Islam by 56.8%, and the remaining 43.2% can be explained by other variables outside the model of this research. Partially based on the results of t test variables in this study has positive and significant in which the customer has the greatest influence than other variables in this study, while product attributes Islam has the lowest impact on customer satisfaction. Based on F test results indicate that simultaneously or jointly variables in this research is service quality, customer value, and product attributes of Islam has positive and significant impact on customer satisfaction. Therefore, to increase customer satisfaction can be done by improving service quality, customer value, and product attributes of Islam.
download as PDF
download as WORD
koleksi karya ilmiah LAIN
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