PENGARUH KUALITAS PELAYANAN PERBANKAN SYARIAH BERDASARKAN MODEL CARTER(Studi Kasus Pada Nasabah Tabungan iB Hasanah Di Bank BNI Syariah KCP Mojokerto)

HANY PUTRI RIZKY KURNIASIH, 17401163517 (2021) PENGARUH KUALITAS PELAYANAN PERBANKAN SYARIAH BERDASARKAN MODEL CARTER(Studi Kasus Pada Nasabah Tabungan iB Hasanah Di Bank BNI Syariah KCP Mojokerto). [ Skripsi ]

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Abstract

ABSTRACT The thesis entitled “The Effect of Sharia Banking Service Quality Based on the Carter Model (Case Study on iB Hasanah Savings Customers at Bank BNI Syariah KCP Mojokerto)”was written by Hany Putri Rizky Kurniasih NIM 17401163517, Advisor Muhamad Aqim Adlan, M.E.I. Sharia banks must always improve the quality of customer service by implementing the CARTER model, they are Compliance, Assurance, Realiability, Tangibles (physical form), Empathy (Concern) and Responsiveness (Responsiveness). This research was conducted to obtain the objective, namely to empirically test the effect of Compliance on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Assurance on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Realibility on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Tangibles on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Empathy on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Responsiveness on customer satisfaction of Bank BNI Syariah KCP Mojokerto, empirically test the influence of Compliance, Assurance, Realibility, Tangible, Empathy Responsiveness on customer satisfaction of Bank BNI Syariah KCP Mojokerto This study uses quantitative methods. The data used is primary data obtained from questionnaires distributed to iB Hasanah savings customers at Bank BNI Syariah KCP Mojokerto. The results of this study indicate that the variable Compliance significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto, variable Assurance significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto, variable Realibility significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto. variable Tangible significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokert,. variable Empathy significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto, variable Responsiveness significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto. Variable Compliance, Assurance, Realibility, Tangible, Empathy and Responsiveness simultaneously has a significant positive effect on customer satisfaction of the iB Hasanah BNI Syariah savings account at KCP Mojokerto Keywords: service quality, customer satisfaction, Carter Model

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