ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN MODEL CARTER DI BPRS AMANAH UMMAH LEUWILIANG BOGOR

Siti Amelia Aldila · Ibdalsyah

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Customer Service Quality and Loyalty Islamic Finance and Banking Studies Consumer Behavior and Marketing Influence

Abstract

Abstract: The purpose of this study is to determine the effect of frontliner service quality on satisfaction in BPRS Amanah Ummah Leuwiliang Bogor. Measurement of service quality is done by adaptation of CARTER model. CARTER is a model based on the SERVQUAL dimension, with a new dimension called Compliance (Compliance) that is suitable for sharia banking industry. CARTER consists of Compliance, Assurane, Reliability, Tangible, Empathy, and Responsiveness. This study uses a quantitative approach by distributing questionnaires to 100 customers. To analyze and test the hypothesis using multiple linear regression test with the help of SPSS 23.0 for window software. Based on the result of T test (partial), the dimension of Compliance, Reliability and Tangible influential significantly to customer satisfaction. Dimensions of Assurance, Empathy and Responsiveness have no significant effect on customer satisfaction in BPRS Amanah Ummah Leuwiliang Bogor Abstrak : Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan frontliner terhadap kepuasan di BPRS Amanah Ummah Leuwiliang Bogor. Pengukuran kualitas pelayanan dilakukan dengan adaptasi model CARTER. CARTER adalah model yang didasarkan pada dimensi SERVQUAL, dengan dimensi baru yang disebut Compliance (Kepatuhan terhadap syariat Islam) yang sesuai untuk industri perbankan syariah. CARTER terdiri dari Compliance, Assurane, Reliability, Tangible, Empathy, dan Responsiveness. Penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner kepada 100 nasabah. Untuk analisis dan uji hipotesis menggunakan uji regresi linear berganda dengan bantuan software SPSS 23.0 for window. Berdasarkan hasil uji T (parsial), dimensi Compliance, Reliability dan Tangible yang berpengaruh secara signifikan terhadap kepuasan nasabah. Dimensi Assurance, Empathy dan Responsiveness tidak berpengaruh secara signifikan terhadap kepuasan nasabah di BPRS Amanah Ummah Leuwiliang Bogor.

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2022PENGARUH ISLAMIC CORPORATE GOVERNANCE, INTELLECTUAL CAPITAL DAN SHARIA COMPLIANCEC TERHADAP PROFITABILITAS BANK UMUM SYARIAH

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