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Sofyan Sofyan
Balai Riset dan Standardisasi Industri Padang
Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Journal : Jurnal Kebijakan Publik

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KUALITAS JASA DAN KEPUASAN NASABAH Sofyan, Sofyan
Jurnal Kebijakan Publik Vol 7, No 1 (2016)
Publisher : Universitas Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33578/jkp.7.1.p.%p

Abstract

Service Quality and Customer Satisfaction. As one of the companies engaged in service,PT. Bank Syariah Mandiri Cabang Dumai active role in serving its customers. The emergence ofcomplaints and complaints from customers, is one form of customer dissatisfaction against the company.This makes the researcher is interested to discuss how the influence of service quality on customersatisfaction at PT. Bank Syariah Mandiri Cabang Dumai. The data were analyzed by product moment,a simple linear regression and significance testing, and performed using SPSS version 17 for Windows.Data collection techniques used are questionnaires and interviews. The study was conducted bytaking the respondents using incidental sampling technique by 138 people. Based on test validity andreliability of all the data is valid. Based on the results of analysis product moment that the author didwith the number of 138 respondents and the level of 5% error rate relationship between the variablesof service quality with variable customer satisfaction is very strong. For a simple linear regressionanalysis, the regression coefficient of service quality in this equation was obtained for 0.684 (positive)which means that if the scores on the variables of service quality increases, customer satisfaction willincrease by 0.684. And the significance test the influence of service quality on customer satisfaction,For t <0.05 then H0 rejected and Ha accepted otherwise. So it can be concluded that the variablequality of services have a significant effect on customer satisfaction.
Co-Authors A Hadi Arifin Ahmad Afiif, Ahmad Anizar Anizar Arif Firmanyah Arifuddin Siraj Failisnur, Failisnur fatimah Fatimah Hendra Raza Irwan Irwan Jamaludin . Latif, Adam Mardyawati, Mardyawati Muh. Rapi, Muh. Muhammad Syaifullah, Muhammad Muhtadin Muhtadin Mustanir, Ahmad Ode, Wahyuni L. Priyadi, Catur Priyadi, Catur Puteh, Anwar Riantory Ahmad Rivani Saputra, Jumadil Sari, Helvi Mei Sasi Kirono Sudirman, Feby Dehmi Yuwarti, Harti Yuwarti, Harti