Beyond The Influence of Physical Facilities in Improving Islamic Bank’s Costumers Satisfaction
DOI:
https://doi.org/10.32528/at.v6i2.2759Keywords:
Kualitas Layanan, Kepuasan, Fasilitas, Bank Syariah IndonesiaAbstract
The purpose of this study was to determine the facilities and service quality that affect customer satisfaction at Bank Syariah Indonesia KCP Batulicit Jhonlin partially and simultaneously and have a large influence. This type of research uses a regression method with a quantitative approach. The method used in this research is a quantitative research method that is associative or relationship. Associative research is research that aims to determine the relationship or influence between two or more variables. The type of research used is field research. Because the number of population in this study is unknown, the Lemeshow formula is used to determine the number of samples. the minimum number of samples required in this study is 96.04 or 97 respondents. The results of this study, there is a significant influence between service quality variables and customer satisfaction. service has a coefficient of 0.823, which means that if the quality of service increases by one unit, then customer decisions increase by 0.823. there is a significant influence between facility factors and customer satisfaction. In addition, the facility factor has a coefficient of 0.711, which means that if the facility factor increases by one unit, then customer decisions increase by 0.711. Based on the results of the F test, it shows that the factors of service quality and facilities simultaneously have a significant effect on customer satisfaction. The determination test shows that the effect of service quality and facilities on customer satisfaction simultaneously is 66.5%, while the remaining 33.5% is influenced by other variables that are not included in this research variable.
Tujuan dari penelitian ini adalah untuk Mengetahui fasilitas dan kualitas pelayanan apakah berpengaruh terhadap kepuasan nasabah Bank Syariah Indonesia KCP Batulicit Jhonlin secara parsial dan simultan serta besar pengaruhnya. Jenis penelitian ini menggunakan metode regresi dengan pendekatan kuantitatif. Metode yang digunakan dalam penelitian ini adalah metode penelitian kuantitatif yang bersifat asosiatif atau hubungan. Penelitian asosiatif merupakan penelitian yang bertujuan untuk mengetahui hubungan atau pengaruh antara dua variabel atau lebih. Jenis penelitian yang digunakan adalah penelitian lapangan. Karena jumlah populasi dalam penelitian ini tidak diketahui, maka digunakan rumus Lemeshow untuk mengetahui jumlah sampel. jumlah sampel minimal yang dibutuhkan dalam penelitian ini adalah 96,04 atau digenapkan menjadi 97 responden. Hasil penelitian ini, terdapat pengaruh yang signifikan antara variabel kualitas layanan dengan kepuasan nasabah. layanan memiliki koefisien sebesar 0,823 yang artinya jika kualitas layanan naik satu satuan, maka keputusan nasabah naik sebesar 0,823. terdapat pengaruh yang signifikan antara variabel faktor fasilitas dengan kepuasan nasabah. Selain itu faktor fasilitas memiliki koefisien sebesar 0,711 yang artinya jika faktor fasilitas naik satu satuan, maka keputusan nasabah naik sebesar 0,711. Berdasarkan hasil uji F menunjukkan bahwa faktor kualitas pelayanan dan fasilitas secara simultan berpengaruh signifikan terhadap kepuasan nasabah. uji determinasi menunjukan bahwa pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan nasabah secara simultan sebesar 66,5%, sedangan sisanya yaitu 33,5% dipengaruhi oleh variabel lain yang tidak terdapat dalam variabel penelitian ini.
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