Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Pada PT Bank Syariah Indonesia KCP Pettarani

Abstract

The purpose of this study is to determine the quality of service on customer satisfaction at PT. Bank Syariah Indonesia KCP Pettarani. The type of research used by the researcher is qualitative research. This research was conducted at PT. Bank Syariah Indonesia KCP Pettarani. The sample determination in the study was determined based on the Slovin formula, the sample for a population of 4,105 customers was 98. Data analysis consisted of descriptive statistics, simple regression analysis, correlation coefficient (r), determination coefficient (R2), and t-test. The results showed that based on the statistical test, the simple linear regression equation was Y = 0.676 + 0.567X. The determination coefficient (R2) = 0.692 (69.2%), which means that service quality is able to explain customer satisfaction (Y) at PT. Bank Syariah Indonesia KCP Pettarani, which is 69.2% and the remaining 30.8% is influenced by other variables not examined in this study. The t-test hypothesis shows that the calculated t value is 4.936, which is greater than the t table value of 1.984. Therefore, H0 is rejected and H1 is accepted, meaning that service quality influences customer satisfaction at PT. Bank Syariah Indonesia KCP Pettarani. The implications of this research are that the results can provide input for improving services based on the aspects that most influence satisfaction (e.g., service timeliness, employee friendliness, and physical facilities). Policy contributions to increasing customer satisfaction include focusing on strategies to improve service quality to better meet customer needs and expectations by optimizing digital banking, developing human resources and providing excellent service training, improving the queuing system and service times, providing a personalized approach, transparency, and educating customers about Islamic products. Increased satisfaction also increases the potential for loyalty and positive recommendations from customers, thus strengthening BSI's competitiveness amidst competition from conventional and Islamic banks.