Determinan Kepuasan Nasabah Pada Bank Syariah Indonesia (original) (raw)
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ABSTRAK Relationship marketing merupakan strategi pemasaran yang bertujuan untuk membangun hubungan dengan nasabah yang harus diadopsi oleh industri perbankan. Tujuan penelitian ini untuk menentukan dampak pemasaran relasional melalui dimensi komitmen, empati dan timbal balik terhadap kepuasan nasabah. Pendekatan kuantitatif dengan tipe penelitian eksplanatori digunakan pada penelitian ini. Jumlah sampel sebanyak 90 responden yang dipilih secara acak dengan teknik sampel non probability sampling. Kuesioner digunakan sebagai instrumen untuk mengumpulkan data dengan skala Likert sebagai pengukurannya dan kemudian dianalisis dengan metode analisis regresi linier berganda. Penelitian ini menemukan bahwa dimensi pemasaran relasional memiliki dampak positif terhadap tingkat kepuasan nasabah. Nilai R2 yang dihasilkan adalah sebesar 0,469 atau 46,90%. Artinya pengaruh variabel bebas (komitmen, empati dan timbal balik) terhadap variabel terikat (kepuasan nasabah) adalah sebesar 46,90% dan si...
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Competition is increasingly competitive in the development of Islamic bank in Indonesia and policy enforcement office channeling makes the atmosphere seizure of shari'ah loyalists consumers increasingly viscous. The phenomenon of this competition requires marketers to constantly innovate marketing strategies. One step to achieve this is through the implementation of sharia marketing.The approach used in this study is a survey approach and type of research is quantitative. This study used 16 items, then the sample is 80 customers.The results of this study are customers already feel very satisfied with the services of employees of PT. Bank Syariah Mandiri Malang Branch, but the performance of employees of PT. Bank Syariah Mandiri Malang Branch must still be improved. There are several strategies to increase customer satisfaction, there are some things that should be emphasized and some are already well do not need to be prioritized, but still need to be considered by PT. Bank Syar...
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Penelitian ini didasari oleh perbankan syariah di Kota Pekanbaru yang saling berupaya dalam memberikan pelayanan yang berkualitas kepada nasabahnya. Namun sebelum itu, penting juga dikaji pengetahuan nasabah pada produk dan fasilitas layanan di perbankan syariah, alasan nasabah memilih bank syariah, serta alasan nasabah memanfaatkan kedua jenis bank (syariah dan konvensional). Hasil penelitian menemukan bahwa masih banyak nasabah bank syariah yang tidak mengetahui tentang produk spesifik bank syariah seperti produk musyarakah, produk mudharabah, produk ijarah, serta jasa rahn. Hasil penelitian juga menemukan bahwa alasan agama merupakan faktor utama bagi nasabah dalam memilih bank syariah. Adapun faktor kemudahan akses untuk ke lebih banyak cabang merupakan alasan utama nasabah memanfaatkan kedua jenis bank. Akhirnya, hasil penelitian ini menemukan bahwa sebagian besar nasabah bank syariah puas terhadap berbagai macam aspek pelayanan yang diberikan bank syariah, adapun lima aspek p...