Publikasi from umj / 2016-03-10 00:40:44
Oleh : Nurul Qomariah, Fakultas Ekonomi ([email protected])
Dibuat : 2016-03-10, dengan 1 file

Keyword : Customer Satisfaction, Islamic Bank, IP Analysis

ABSTRACT

The aim of this study was to determine customer satisfaction on service quality of Bank Muamalat in Jember, Bondowoso, Situbondo and Banyuwangi. Aspects of quality of services examined is the physical form, reliability, responsiveness, assurance and empathy. The method used to determine the level of customer satisfaction is the method of Importance-Performance Analysis (IP Analysis). The scale of measurement using a Likert scale with a range of numbers 1 to 5. The population of this research are all customers of the bank customers Muamalat in Jember, Bondowoso, Situbondo and Banyuwangi. The sampling technique using random sampling method with a sample of 200 customers. The results showed that customer expectations for service quality get a score of 282.82, which means hope very appropriate. The level of interest of the customers on the quality of service of Bank Muamalat get a score of 278.95, which means very important. Bank Muamalat performance aspects of quality of service gets a score of 273.6 which is included in the very good category.

Deskripsi Alternatif :

ABSTRACT

The aim of this study was to determine customer satisfaction on service quality of Bank Muamalat in Jember, Bondowoso, Situbondo and Banyuwangi. Aspects of quality of services examined is the physical form, reliability, responsiveness, assurance and empathy. The method used to determine the level of customer satisfaction is the method of Importance-Performance Analysis (IP Analysis). The scale of measurement using a Likert scale with a range of numbers 1 to 5. The population of this research are all customers of the bank customers Muamalat in Jember, Bondowoso, Situbondo and Banyuwangi. The sampling technique using random sampling method with a sample of 200 customers. The results showed that customer expectations for service quality get a score of 282.82, which means hope very appropriate. The level of interest of the customers on the quality of service of Bank Muamalat get a score of 278.95, which means very important. Bank Muamalat performance aspects of quality of service gets a score of 273.6 which is included in the very good category.

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