Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah di Pt. Bank Syariah Mandiri Cabang Medan

Abstract

Service excellent is one of many factors which be considered by customer to choose a bank. Service is more and more important in high competetion of bariking industry. The problem formulation in this research are how the influencing of service quality (reliability, responsiveness, assurance, empathy and tangibles) to customer satisfaction of Bank Syariah Mandiri Medan Branch and which dominant dimension influences to service quality in Bank Syariah Mandiri Medan Branch. This research aims to know the influencing of service quality to customer satisfaction of PT. Bank Syariah Mandiri Medan Branch. It also aims to know the dominant dimension influences to service quality in PI. Bank Syariah Mandiri Medan Branch. The samples used for this analysis is 300 (three hundred) respondents who are the customer of PT. Bank Syariah Mandiri Medan Branch. The method of the sampling used on this research is Sample Random Sampling. Data collected by using questionnaire. The measurement of this questionnaire using Likert Scale with 5 (five) levels. Before the questionnare gave to the respondents, it was tested by validity test and reliability test for 50 (fifty) respondents. Validity test used on this research is Correlation Statistic of Product Moment and Cronbach Alpha for the reliability test. The Structural Equation Modelling (SEM) with level of test a = 0,05 is used to know whether service quality as the independent variable influecing customer satisfaction as the dependent variable. Significant probability value (p) of the hypothetic is 0,00 which is smaller if it comapared to level oftest a = 0,05. Critical Ratio (CR) of the hypothetic 15 4,525 which is bigger ifit compared to CR = 2,00. It shows that dimensions of service quality (reliability, responsiveness, assurance, empathy and tangibles) influence customer satisfaction of of PT. Bank Syariah Mandiri Medan Branch. It means that the hypothetic of this research is accepted. The dominant dimension influences to service quality is empathy. The Loading Factors (15) as the result of data processing from Analytic Technical of the Structural Equation Modelling (SEM) and Analysis of Moment Structure (AMOS) version 4.01 is 0,363. It is shows that variation of indevendent variable indicators could explain 36,30 % to dependent variable. The rest 63,70 % is explained by the independent variables on this research.