PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI BANK SYARIAH MANDIRI SIDOARJO
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Shinta Deffi (Bahasa Indonesia) Downloads:
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Abstract
The quality of service in a banking service company is very important from the consumer's point of view. The purpose of this study was to determine and explain the effect of service quality on customer satisfaction at Bank Syariah Mandiri Juanda in Sidoarjo. This quantitative descriptive study uses a survey method by distributing questionnaires to respondents. Some of the tests carried
out were the validity and reliability of the questionnaire, the classical assumption test, and the statistical test (simple linear regression). The results of the regression analysis show that service quality has a significant effect on customer satisfaction.
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References
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Husein, Umar, 2011, Metode Penelitian Untuk Skripsi dan Tesis Bisnis, Edisi 11. Jakarta: PT Raja Grafindo Persada
Mosahab, Mahamad, dan Ramayah, 2010. Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation, The Jurnal Business Research, Volume 3, Number 4, October 2010.
Kotler, Philip and Garry Armstrong, 1994, Principle of Marketing, 7th Ed, Prentice Hall International, Inc, New Jersey
Kotler, Philip, 1997, Manajemen Pemasaran. Edisi Bahasa Indonesia jilid satu. Jakarta: Prentice Hall.
Sanistasya, Poppy Alvianolita, 2015, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Tabungan Britama Pada PT Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda. E-Jurnal Ilmu Administrasi Bisnis, Universitas Diponegoro, Semarang. ISSN 2355-5408.
Spreng, E., 1996, Information Processing. Asia Pacific Association for Consumer and Business Studies.
Sugiyono. 2011. Metode Penelitian Pendidikan (Pendekatan. Kuantitatif, Kualitatif, dan R&D). Bandung: Alfabeta.
Zikmud, William G., 2011, Business Research Methods (eighth edition). South Western, USA: Cengage Learning.
Published
2021-11-26
How to Cite
D. (2021). PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI BANK SYARIAH MANDIRI SIDOARJO. Ekonomi Dan Bisnis: Berkala Publikasi Gagasan Konseptual, Hasil Penelitian, Kajian, Dan Terapan Teori, 24(2), 41-44. https://doi.org/10.24123/jeb.v24i2.4746
Section
Articles
