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All Journal JAM : Jurnal Aplikasi Manajemen INTEKNA JURNAL REKAYASA KIMIA & LINGKUNGAN
Darmansyah .
Politeknik Negeri Banjarmasin
Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Energy Engineering Other

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Journal : JAM : Jurnal Aplikasi Manajemen

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Pengaruh Total Quality Service terhadap Kepuasan Nasabah pada Bank Syariah di Bengkulu ., Darmansyah
Jurnal Aplikasi Manajemen Vol. 10 No. 4 (2012)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (178.525 KB) | DOI: 10.21776/

Abstract

A strategy that will be successful in banking industries is to offer higher service quality to customer that occurs in the performance of the service itself. The aims of this research are: first, to examinethe simultaneous and partial significant effect between service quality and customer satisfaction of syariah bank in Bengkulu, and to analyze the dominant variable of service quality that affects customer satisfactionof syariah bank in Bengkulu as well. Convenience sampling and Accidental Sampling are used in data collection then the data are multiple linier regression. The findings of this study are: first, service qualityvariable has a positive simultanears and partial significant effect influencing customer satisfication of syariah banking in Bengkulu. This study also finds that Reliability variable is the dominant factor affecting customer satisfaction of syariah banking in Bengkulu; this means customer of syariah banks in Bengkulu views that reliability (banking staff competency) is the main indicator of service quality of syariah banks in Bengkulu. This findings give an important implication and recomendation to syariah banks in Bengkulu;syairah banks in Bengkulu should maintain and sustain reliability variable in order to increase customer satisfaction.
Co-Authors Chandrasa Soekardi Herry Wardono Islamia, Ulfa Simparmin br Ginting