Pengaruh Pelayanan Terhadap Kepuasan Nasabah Pada BMT As-Salam Sumber Trucuk

Abstract

The purpose of this study was to determine the effect of service on customer satisfaction at BMT As-Salam Sumber. This research is a quantitative research using a sample of 70 people who are customers who make transactions at BMT As-Salam Sumber. Data collection techniques were carried out by distributing questionnaires, interviews and documentation. The collected data was then analyzed using descriptive statistical tests, validity and reliability tests, classical assumption tests and multiple linear regression tests. The results of data analysis using multiple linear regression analysis indicate that simultaneously, the quality of service consisting of variables of physical evidence, reliability, responsiveness, assurance and empathy affect the level of customer satisfaction with a value of Fhitung 4.318 > Ftabel 1.94 and a significance of 0, 05. Partially, reliability has a significant effect with a significance value of 0.007. While the factors of physical evidence, responsiveness, assurance and empathy have no significant effect. The most dominant factor influencing member satisfaction is the reliability factor. The conclusion of this study is that increasing the quality of service in terms of reliability can increase member satisfaction.