Zaim Mukaffi Mukaffi, Ahmad Sidi Pratomo, Muhammad Nanang Choiruddin
Abstract
The research aims to; analyze whether the variable partial
effect of service quality on customer satisfaction on Islamic Banking in
Malang, determine and analyze whether the variable service quality
simultaneously influence on customer satisfaction on Islamic Banking in
Malang, knowing which variables among the service variable most dominant
influence on on customer satisfaction on Islamic Banking in Malang.
Analysis of the data in this study using multiple linear regression test
subsequently used the F test, T and dominant to see the effect of each.
The
research result indicate that the value of F-test (3.722)> F table
(2.437) this indicates that variable tangibles, reliability,
responsiveness, assurance, and empathy simultaneously (together) effect
on customer satisfaction. While the partial test for tangibles variable
(X1) where t test (1232)> t table (2,571) this indicates that
tangibles no effect on customer sataisfaction. For reliability (X2), t
test (3428)> t table (2571), that effect the reliability of customer
satisfaction. For variable responsiveness (X3), t test (-.390)> t
table (2,571) responsiveness no effect on customer satisfaction. To
guarantee (X4), t test (0.549)> t table (2,571), variable warranty
does not effect the customer satisfaction. For variable empathy (X5)
regression coefficient of -0103, the t test (-0667)> t table (2,571)
and a variable empathy has no effect on customer satisfaction. While the
dominant variable in yhe quality of services that effect customer
satisfaction in the city of Malang Islamic Banking is variable Assurance
(X$) with a contribution of 51%.
Keywords
Service Quality, Satisfaction, Customer
Sumber : http://ejournal.uin-malang.ac.id/index.php/eldinar/article/view/5460
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