Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Bank XYZ di Kota Binjai

Authors

  • Dimas Prananda Simanjuntak Universitas Medan Area
  • Patar Marbun Universitas Medan Area
  • Teddi Pribadi Universitas Medan Area

DOI:

https://doi.org/10.30651/jms.v9i5.24387

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana kepuasan nasabah Bank XYZ di Kota Binjai dipengaruhi oleh dimensi kualitas layanan, seperti jaminan, keandalan, daya tanggap, bukti fisik, dan empati. Menggunakan pendekatan kuantitatif, data dikumpulkan melalui kuesioner dari 44 responden nasabah kemudian dilakukan analisis regresi linier berganda. Seperti yang ditunjukkan oleh nilai t-hitung masing-masing sebesar 2,284, 2,263, dan 4,196, yang lebih tinggi dari t-tabel sebesar 2,0244, hasil penelitian menunjukkan bahwa Reliability, Tangible, dan Emphaty memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. Sebaliknya, Assurance dan Responsiveness tidak menunjukkan pengaruh yang signifikan; nilai t-hitung masing-masing lebih kecil dari t-tabel, yaitu -1.307 dan -1.053. Nilai F-hitung sebesar 11,247 yang lebih tinggi dari F-tabel 2,455 secara simultan menunjukkan bahwa seluruh variabel independen memiliki pengaruh yang signifikan terhadap kepuasan nasabah.

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Published

2024-11-02

How to Cite

Simanjuntak, D. P., Marbun, P., & Pribadi, T. (2024). Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada Bank XYZ di Kota Binjai. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 9(5). https://doi.org/10.30651/jms.v9i5.24387

Issue

Vol. 9 No. 5 (2024)

Section

Artikel

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