Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Nasabah Bank BTPN Syariah (Studi Kasus : BTPN Syariah MMS Rantau Selatan)

Abstract

Customer satisfaction in the service sector is an important element that determines the growth and development of the Bank in order to continue to exist in the face of competition. To create customer satisfaction, the Bank must create a better system to retain customers. This study aims to determine and analyze the effect of service quality and product quality on customer satisfaction of Bank BTPN Syariah (case study: BTPN Syariah MMS Rantau Selatan). This study is an associative study and the type of data used is quantitative data. The population in this study were 3012 customers of Bank BTPN Syariah MMS Rantau Selatan. The number of samples in this study was 97 customers with a sampling technique using the Slovin formula. Data analysis used multiple linear regression analysis. Data were processed statistically with the SPSS program, namely the t-test model, F test and determinant coefficient (R2). The results of the study showed that simultaneously and partially service quality and product quality had a positive and significant effect on customer satisfaction.